Workforce Management

Job description

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.