- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- ASA
- end-to-end
- forecasting
- predictive analytics
About the role
Tata Consultancy Services
Website:
tcs.com
Job details:
TCS hiring
Role: Sprinklr WFM
Location: Pan India
Experience: 4-6
Must Have:
- Solution Design & Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).
- Forecasting & Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.
- Capacity & Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.
- SLA & Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.
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