Contact Center Workforce Management

Job Title:Contact Center Workforce Management (WFM) Specialist
Location:Any Where USA Nearby Infosys Hub (BUT Preferably EST Zone)
Work Arrangement: Onsite position 
Job Type: Contract
Duration: Long-Term Contract
 

Job Summary
We are seeking an experienced Workforce Management (WFM) Specialist with strong hands-on experience supporting Contact Center WFM, IVR/WFM systems, and Verint.
The ideal candidate will have experience working with enterprise contact center environments, workforce forecasting, scheduling, reporting, and real-time performance management
Key Responsibilities
Support and administer Workforce Management (WFM) solutions within a large-scale contact center environment.
Provide hands-on support for Verint WFM applications, including configuration, troubleshooting, monitoring, and issue resolution.
Work with IVR/WFM systems and support integration between contact center platforms and workforce management applications.
Develop and maintain workforce forecasts based on historical contact volumes, staffing requirements, service levels, and business trends.
Create and manage agent schedules, staffing plans, intraday adjustments, and adherence monitoring.
Monitor real-time contact center performance and identify staffing or service-level gaps.
Analyze contact center metrics such as AHT, service level, occupancy, shrinkage, staffing, adherence, and forecast accuracy.
Required Skills & Experience
Strong hands-on experience with Workforce Management (WFM) in a Contact Center environment.
Hands-on experience with Verint WFM is mandatory.
Experience working with IVR/WFM systems.
Strong understanding of Contact Center operations and WFM processes.
Experience with forecasting, scheduling, capacity planning, and real-time workforce management.
Knowledge of contact center metrics including AHT, service level, occupancy, shrinkage, adherence, and staffing requirements.
Experience troubleshooting WFM applications and resolving production issues.

    
Drop your resumes at