WFM Real-Time Specialist at lastminute.com

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

26 Aug, 26

Salary

0.0

Posted On

28 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real-Time Monitoring, WFM Tool Administration, Service Level Management, Schedule Adherence, Capacity Planning, Advanced Excel, Erlang A/C Modeling, Routing Logic, IVR Structures, Call Center Operations, Calabrio, ACD Troubleshooting, Intraday Adjustments, Transport Coordination, Data Analysis, Process Optimization

Industry

Software Development

Description

Company Description At lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world. Job Description Main Responsibilities WF Real-Time & Planning Support ● Live Monitoring: Manage real-time Service Levels (SL) and Abandon Rates across Chat, Voice, Email and Backoffice. ● Intraday Adjustments: Execute & Ramping & strategies (adding or reducing capacity) based on unexpected volume spikes in coordination with internal and external vendors. ● Schedule Adherence: Monitor agent behavior in real-time, ensuring breaks, lunches, and shift starts are followed to maintain coverage. ● Skill/Queues Management: Implement emergency filters and skill-set swaps (e.g., routing agents to the Emergency & as directed by the WFM Manager. ● Transport Coordination (Bangalore Hub): Coordinate with the transport desk to ensure agent Cab schedules align with real-time shift changes, ensuring safe and punctual arrivals/departures. WFM Solutions & Technical Administration ● System Architecture: Act as the Subject Matter Expert (SME) for the WFM tool (e.g., Calabrio). Manage the backend setup of activity types, agent profiles, and organizational structures. ● Process Optimization: Design and implement new workflows within the WFM tool to automate manual tracking and improve data accuracy. ● Troubleshooting: Identify and resolve technical glitches between the WFM tool and the ACD (Automated Call Distributor) to ensure real-time data flow. Candidate Profile ● Experience: 3+ years of experience in WFM roles, with a strong background in Call Center Operations. ● Tool Expertise: Proven experience as a System Administrator for WFM software (Setup and Configuration). ● Technical Skills: * Advanced Excel (Erlang A/C modeling, complex formulas). ● Familiarity with Routing Logic and IVR structures. ● Analytical Mindset: Ability to translate complex data sets into actionable operational decisions under pressure. ● Bangalore Logistics: Experience managing transport/cab coordination for large teams in the Bangalore market. Please note - We work 6 days a week (Mon - Sun), rotational shifts - 24/7. Department: Customer Service

Responsibilities

Manage real-time service levels and agent adherence across multiple channels while executing intraday capacity adjustments. Act as the technical SME for WFM tools to optimize workflows and resolve system glitches between the WFM tool and ACD.