01Requirements
Qualifications & Experience
Graduate (mandatory)
Minimum 3+ years of workforce management experience in omni-channel contact centers
Experience in capacity planning for internal and external teams
Technical Skills
Proficiency in Genesys WFM tools and real-time management
Advanced data analytics skills, including SQL, Excel (pivot tables, macros), and forecasting models
Hands-on experience with Genesys Cloud CX (IVR design, routing rules, dialer management)
Understanding of AI-powered chatbots and automation tools
Key Skills & Competencies
Strong understanding of call flow logic, IVR systems, and routing strategies
Ability to analyze performance data and translate insights into actionable improvements
Strong problem-solving and decision-making skills
Ability to create SOPs, flowcharts, and process documentation
Strong stakeholder communication and collaboration skills
Self-driven with a strong ownership mindset
Preferred Experience
Experience in lending, banking, or collections environments
Understanding of compliance regulations such as TCPA, FDCPA, and FCRA
Work Details
Location: Kolkata, India
Department: WFM & RTA
Why Join Fusion CX
If you are exploring work-from-office jobs in India, WFM team leader jobs in Kolkata call centers, or WFM workforce management roles, Fusion CX offers:
Opportunity to work in a dynamic and data-driven contact center environment
Exposure to advanced workforce management tools and technologies
Career growth in workforce management and operations leadership
A collaborative and performance-focused work culture
Take the next step in your career with one of the growing BPO companies hiring for WFO roles and build your expertise in workforce management and contact center operations. Apply now! .
