WFM Real-Time Specialist

Responsibilities

• Manage real-time Service Levels (SL) and Abandon Rates across Chat, Voice, Email, and Backoffice channels.
• Execute intraday adjustments and ramping strategies to manage unexpected volume spikes.
• Monitor agent schedule adherence, including breaks, lunches, and shift starts, to ensure consistent coverage.
• Implement skill-set swaps and emergency routing filters as directed by the WFM Manager.
• Act as the Subject Matter Expert (SME) for WFM tools, managing backend setup for activity types, agent profiles, and organizational structures.
• Optimize processes by designing new workflows to automate manual tracking and improve data accuracy.
• Troubleshoot technical glitches between WFM tools and the Automated Call Distributor (ACD).
• Coordinate with the transport desk in the Bangalore Hub to align agent cab schedules with real-time shift changes.

Requirements

• 3+ years of experience in Workforce Management (WFM) roles within a Call Center Operations environment.
• Proven experience as a System Administrator for WFM software (setup and configuration).
• Advanced Excel skills, including Erlang A/C modeling and complex formulas.
• Strong knowledge of Routing Logic and IVR structures.
• Experience managing transport and cab coordination for large teams in the Bangalore market.
• Ability to work rotational shifts in a 24/7 environment (6 days a week, Monday - Sunday).

About the Company

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.