BPO Telecaller

C
Cognizant


Academy BPO Team Lead
Cognizant • Bengaluru, Karnataka • via Cognizant Careers
15 days ago
Full–time
No Degree Mentioned
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Job description
Position: Workforce Management Team Lead (IC)

About the Role

We are seeking an experienced Workforce Management (WFM) Team Lead (Individual Contributor) to drive operational efficiency and workforce optimization. This role focuses on forecasting, scheduling, real-time monitoring, and reporting to ensure business goals are met. The ideal candidate has a strong analytical mindset, expertise in WFM tools, and the ability to collaborate cross-functionally with stakeholders.

Key Responsibilities

1. Workforce Planning & Forecasting:

· Develop and maintain workforce forecasts based on historical data, trends, and business needs.

· Analyze call volume patterns, productivity metrics, and staffing requirements to optimize resource allocation.

· Collaborate with operations teams to align staffing strategies with business objectives.

2. Scheduling & Capacity Planning:

· Create and manage agent schedules, ensuring adherence to service level agreements (SLAs).

· Monitor adherence and recommend adjustments to minimize under/overstaffing.

· Optimize shift planning to balance efficiency and employee engagement.

3. Real-Time Monitoring & Intraday Management:

· Track real-time adherence (RTA) and performance metrics to identify inefficiencies.

· Take proactive steps to mitigate operational risks and address unexpected volume spikes.

· Provide real-time recommendations to improve workforce utilization.

4. Reporting & Analytics:

· Generate and analyze reports on key WFM metrics (occupancy, shrinkage, adherence, and efficiency).

· Present insights and actionable recommendations to leadership.

· Drive continuous improvement initiatives based on data analysis.

5. Stakeholder Collaboration & Process Improvement:

· Partner with Operations, HR, and Finance teams to optimize workforce strategies.

· Identify process gaps and recommend automation or efficiency improvements.

· Support change management initiatives related to workforce planning.

Qualifications & Skills

· 4+ years of experience in Workforce Management in a BPO, contact center, or service-oriented environment.

· Expertise in WFM tools (e.g., Verint, NICE, Aspect, Genesys, or similar).

· Strong analytical and problem-solving skills with proficiency in Excel.

· Experience in forecasting, scheduling, real-time management, and reporting.

· Excellent communication and stakeholder management skills.

· Ability to work independently and drive initiatives without direct supervision.

Preferred:

· Experience with automation, AI-driven workforce tools, or data visualization tools (Power BI, Tableau).

· Knowledge of SQL for data analysis.

· Familiarity with global workforce planning best practices.

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N
Newton Cal Lab


BPO Telecaller
Newton Cal Lab • Venkateshapura, Karnataka • via Job Hai
12 days ago
₹12K–₹28K a month
Full–time
No Degree Mentioned
Apply directly on Job Hai
Job description
New Opening For BPO Telecaller For Fresher.
• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 1 years of experience.

More about this BPO Telecaller job
Please go through the FAQs to get all answers related to the given BPO Telecaller job
• What is the eligibility criteria to apply for this BPO Telecaller job?
Ans: The candidate should be All Education levels and above with 0 - 1 years of experience of experience
• How much salary can I expect for this job role?
Ans: You can expect a salary of ₹12000 - ₹28000 per month that depends on your interview. It's a Full Time job in Bangalore.
• How many working days are there for this BPO Telecaller job?
Ans: This BPO Telecaller job will have 6 working days.
• Are there any charges applicable while applying or joining this BPO Telecaller job?
Ans: No, there is no fee applicable for applying this BPO Telecaller job and during the employment with the company, i.e., NEWTON CAL LAB.
• Is it a work from home job?
Ans: No, it’s not a work from home job and can't be done online.
• How many openings are there for this BPO Telecaller role?
Ans: There is an immediate opening of 2 BPO Telecaller at NEWTON CAL LAB
• Who can apply for this job?
Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
• What are the timings of this BPO Telecaller job?
Ans: This BPO Telecaller job has Flexible Shift.

Candidates can call HR for more info.