Sr. Associate - Customer Care - Voice 5B

Sr. Associate - Customer Care - Voice

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Job Description

Job Description: Workforce Management (WFM)Sr. Associate – Customer Support (Payroll & Payments)

Overview:

The WFM Sr. Associate is responsible for end-to-end workforce planning, real-time operations management, and reporting (MIS) for Payroll and Payments customer support. This role ensures optimal staffing, efficient queue management, and consistent service level performance across voice operations. The WFM works closely with Operations, Training, and Business stakeholders to enable data-driven decision-making and seamless customer experience delivery.

Responsibilities:

Workforce Planning & Forecasting

Develop short-term and long-term forecasting models based on volume trends, seasonality, and business inputs.

Create capacity plans aligned to demand, shrinkage, and business requirements.

Partner with Operations to ensure optimal staffing and hiring plans.

Continuously refine forecasting accuracy through trend analysis and historical data.

Scheduling & Capacity Management

Design and manage schedules to ensure optimal coverage across shifts and queues.

Account for shrinkage, leaves, and planned activities while building schedules.

Ensure efficient resource allocation across Payroll and Payments support lines.

Optimize scheduling to balance service levels, cost, and agent experience.

Real-Time Management (RTA)

Monitor real-time queue performance, call volumes, and agent adherence.

Take intra-day actions (re-skilling, reallocation, overtime, shift adjustments) to manage service levels.

Identify and mitigate risks such as volume spikes, absenteeism, or system issues.

Work closely with Operations to ensure immediate corrective actions.

Queue & Service Level Management

Manage queue health across Payroll and Payments workflows (inbound, callbacks, escalations).

Ensure efficient call routing, workload balancing, and backlog management.

Monitor service levels and response times, and drive corrective actions where required.

Provide insights into queue trends, peak volumes, and customer demand patterns.

MIS, Reporting & Analytics

Own and deliver daily, weekly, and monthly MIS reports for operations leadership.

Track and report key performance metrics across customer experience, operations, and workforce.

Develop dashboards and visualizations for performance tracking and decision support.

Provide actionable insights through data analysis and trend identification.

Ensure data accuracy, consistency, and timeliness across all reports.

Stakeholder Collaboration

Partner with Operations, Training, Quality, and Business teams to align workforce strategies.

Support leadership with data-backed recommendations for performance improvement.

Communicate effectively on workforce risks, opportunities, and performance trends.

Process Improvement & Automation

Identify opportunities to improve WFM processes, reporting efficiency, and automation.

Drive continuous improvement initiatives in forecasting, scheduling, and real-time management.

Leverage tools and technology to enhance workforce optimization and reporting accuracy.

Key Performance Indicators (KPIs) – WFM / MIS / RTA

Forecasting & Planning

Forecast Accuracy (Short-term & Long-term)

Capacity Plan Accuracy

Staffing Model Effectiveness

Scheduling & Adherence

Schedule Efficiency

Schedule Adherence

Coverage vs Demand (Staffing Variance)

Real-Time Operations (RTA)

Intraday Management Effectiveness

Real-time Adherence

Response to Volume Variance / Spike Management

Queue & Service Level Metrics

Service Level

Average Speed of Answer (ASA)

Queue Depth / Backlog

Abandon Rate

Productivity & Utilization

Utilization / Occupancy

Shrinkage (Planned & Unplanned)

Idle Time / Overstaffing / Understaffing Variance

MIS & Reporting

Report Accuracy

Timeliness of Reporting

Data Integrity & Consistency

Insights & Actionability of Reports

Operational Support Metrics

SLA Adherence (Support for Operations KPIs like AHT, FCR, etc.)

Workforce Optimization Efficiency

Cost Efficiency / Resource Optimization

👉 All KPIs measured as per Targets defined by client

Qualifications:

Required

Relevant years of experience in Workforce Management in a contact center (international voice preferred)

Strong expertise in forecasting, scheduling, and real-time queue management

Experience in MIS reporting, analytics, and dashboard creation

Strong analytical, problem-solving, and decision-making skills

Preferred

Experience supporting Payroll, Payments, Banking, or Fintech processes

Hands-on experience with WFM tools (Genesys, NICE, Aspect, Verint, etc.)

Advanced skills in Excel, reporting tools, or BI platforms (Power BI / Tableau)

Understanding of SLA-driven customer support environments

Success Measures

Consistent service level achievement through effective workforce planning

High accuracy in forecasting and scheduling

Strong real-time responsiveness to operational changes

Reliable, insightful, and actionable MIS reporting

Efficient workforce utilization with controlled shrinkage

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Night Job (India)

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