Workforce Management

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.