lastminute. com
Consumer Services
WFMRealTimeSpecialist
“WFM Real-Time Specialist at lastminute. com. Skills: WFM, Real-Time Monitoring, Intraday Adjustments, System Administration. Manage real-time Service Levels. Execute Intraday Adjustments”
What You'll Achieve.
Maintain optimal staffing levels; Ensure agent transport alignment; Ensure shift adherence; Ensure real-time data flow
Industry & Context.
Translate complex data sets into actionable operational decisions
Work 6 days a week, Rotational shifts, 24/7 operations
What They're Looking For.
Must Have
3+ years of experience in WFM roles, background in Call Center Operations, Proven experience as a System Administrator for WFM software (Setup and Configuration), Advanced Excel (Erlang A/C modeling, complex formulas), Familiarity with Routing Logic and IVR structures, Analytical Mindset, Experience managing transport/cab coordination for large teams in the Bangalore market
What You'll Do.
Manage real-time Service Levels
Execute Intraday Adjustments
Monitor agent behavior
Implement emergency filters
Coordinate transport schedules
Act as SME for WFM tool
Design and implement new workflows
Identify and resolve technical glitches
How You'll Work.
Team & Collaboration
Coordination with internal and external vendors; Coordination with the transport desk
Applying for this WFM Real-Time Specialist role?
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