WFM Real-Time Specialist

lastminutecom

Bengaluru, KA, India permanent

Posted: April 10, 2026

Job Description

At lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world. 

Main Responsibilities

WF Real-Time & Planning Support

● Live Monitoring: Manage real-time Service Levels (SL) and Abandon Rates across Chat,

Voice, Email and Backoffice.

● Intraday Adjustments: Execute & Ramping &  strategies (adding or reducing capacity)

based on unexpected volume spikes in coordination with internal and external

vendors.

● Schedule Adherence: Monitor agent behavior in real-time, ensuring breaks, lunches,

and shift starts are followed to maintain coverage.

● Skill/Queues Management: Implement emergency filters and skill-set swaps (e.g.,

routing agents to the Emergency & as directed by the WFM Manager.

● Transport Coordination (Bangalore Hub): Coordinate with the transport desk to

ensure agent  Cab schedules align with real-time shift changes, ensuring safe and

punctual arrivals/departures.

WFM Solutions & Technical Administration

● System Architecture: Act as the Subject Matter Expert (SME) for the WFM tool (e.g.,

Calabrio). Manage the backend setup of activity types, agent profiles, and

organizational structures.

● Process Optimization: Design and implement new workflows within the WFM tool to

automate manual tracking and improve data accuracy.

● Troubleshooting: Identify and resolve technical glitches between the WFM tool and

the ACD (Automated Call Distributor) to ensure real-time data flow.

Candidate Profile

● Experience: 3+ years of experience in WFM roles, with a strong background in Call

Center Operations.

● Tool Expertise: Proven experience as a System Administrator for WFM software

(Setup and Configuration).

● Technical Skills: * Advanced Excel (Erlang A/C modeling, complex formulas).

● Familiarity with Routing Logic and IVR structures.

● Analytical Mindset: Ability to translate complex data sets into actionable operational

decisions under pressure.

● Bangalore Logistics: Experience managing transport/cab coordination for large teams

in the Bangalore market.

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