Project Manager - R01570380

Brillio
Bengaluru
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Experience: 7+ yearsEducation: bachelorsSkills: ["Data analysis","Root cause analysis","Problem-solving","Cross-functional coordination"]

Monitor and optimize real-time contact center performance across voice and chat to meet service level goals. Track key operational metrics (service level, ASA, abandonment, occupancy, handle time, and adherence), identify variances and risks, and execute intraday staffing adjustments. Partner with operations leadership and workforce management teams to resolve gaps and attendance issues, maintain workforce management systems for accurate schedules, and deliver real-time and end-of-day reporting.

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FursaFursa
Brillio
Brillio
1 day ago

Project Manager - R01570380

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Last checked: 13 hours agoStatus: Live

Job Summary

Monitor and optimize real-time contact center performance across voice and chat to meet service level goals. Track key operational metrics (service level, ASA, abandonment, occupancy, handle time, and adherence), identify variances and risks, and execute intraday staffing adjustments. Partner with operations leadership and workforce management teams to resolve gaps and attendance issues, maintain workforce management systems for accurate schedules, and deliver real-time and end-of-day reporting.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Monitor real-time contact center performance across multiple channels (voice and chat) to ensure service level goals are met.
  • •Track and analyze operational metrics including 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 (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.

Key Requirements

  • •At least 7 years of experience in workforce management, real-time analysis, or contact center operations, including daily operational performance and staffing effectiveness support.
  • •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, including maintaining WFM systems and dashboards.
Experience:7+ yearsContact centerWorkforce managementReal-time analysis
Education:Bachelor's in Business Administration, Operations Management, Information Systems, or a related field
Skills:Data analysisRoot cause analysisProblem-solvingCross-functional coordination
Certifications:Workforce Management (e.g., CWFM, CCWFM)
Tech Stack:NICE IEXNICE WFMVerintGenesysCalabrioAspectWorkforce Management SystemsMicrosoft Excel

Company Brief

Brillio
Provides digital transformation and IT consulting services, including cloud migration, analytics, digital engineering, and managed services to accelerate business outcomes for enterprises across industries.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Santa Clara, United States
Founded: 2014
WebsiteLinkedIn