WFM Executive Jobs in Chennai BPO Call Centre

📋 Job Description

Jobzi is sourcing qualified candidates for WFM Executive positions in Chennai's private BPO Call Centre sector. This is a full-time opportunity with a reputed BPO and Call Centre employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Prepare and publish weekly agent schedules based on volume forecasts, skill requirements, and staffing models for all shifts.
• Monitor real-time call queue volumes and adjust intra-day staffing allocations to maintain service level targets during peak hours.
• Calculate shrinkage, occupancy, and required headcount using Erlang models and historical call volume trends for capacity planning.
• Coordinate with team leaders and operations managers on schedule adherence, off-phone activity approvals, and intra-day exceptions.
• Prepare and distribute daily, weekly, and monthly WFM reports covering service levels, adherence rates, and occupancy metrics.
• Conduct regular forecasting reviews to update volume predictions based on business seasonality and client-communicated campaign changes.
• Work with HR and talent acquisition teams to project future hiring needs based on attrition trends and capacity gap analysis.

🎓 Qualifications and Requirements

• Graduate degree in any discipline with two to five years of experience in workforce management in a BPO or call centre.
• Experience with WFM tools such as NICE WFM, Verint, Aspect, or similar scheduling and forecasting software platforms.
• Proficiency in Erlang C calculations for staffing model development and service level optimisation across multiple shifts.
• Advanced MS Excel skills for forecasting models, shrinkage tracking, headcount planning, and intra-day reporting dashboards.
• Strong understanding of BPO operational metrics including AHT, occupancy, adherence, service levels, and ASA measurements.
• Ability to manage competing priorities in a real-time operational environment requiring rapid response to volume deviations.
• Experience in multi-skill, multi-site, or blended voice and non-voice scheduling environments is an added advantage.
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills