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Project Manager - R01570380 en Brillio-2

Brillio-2 · Bangalore, Indien · Hybrid

Microsoft Excel

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Description

Project Manager

Job requirements

Experience Range: with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness Key Responsibilities:
  • Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met
  • Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence
  • Identify and address performance variances, emerging trends, and operational risks impacting business objectives
  • Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization
  • Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges
  • Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads
  • Prepare and deliver real-time operational updates, intraday performance summaries, and end-of-day reports to leadership and stakeholders
  • Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances
    • Required Skills:
  • Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or Aspect
  • Expertise in real-time analysis and intraday management within contact center environments
  • Strong knowledge of workforce management principles, staffing concepts, and service level management
  • Advanced Microsoft Excel skills for data analysis and reporting
  • Experience with maintaining workforce management systems and dashboards
    • Preferred Skills:
  • Experience with automation or scripting for workforce management reporting
  • Familiarity with advanced analytics platforms for operational performance monitoring
  • Knowledge of contact center telephony systems and integrations
  • Experience supporting schedule optimization initiatives
    • Desired Qualifications:
  • Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field
  • Certification in Workforce Management (e.g., CWFM, CCWFM) or related operational analytics is highly desirable
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