Automation Specialist - WFM

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2600 passionate professionals is what makes us the industry’s tech wonder, and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.

Location: Mumbai

Overview:

We are seeking a highly analytical and experienced WFM Automation Senior Analyst to join our dynamic Workforce Management (WFM) team. 

In this critical role, you will be instrumental in identifying, developing, and implementing automation solutions that optimize our global contact center operations. 

While familiarity with Workforce Management (WFM) principles is a plus, your primary focus will be on leveraging your expertise in data analysis, scripting, and automation tools to drive efficiency, improve process accuracy, and ultimately elevate our operational capabilities.

Duties and responsibilities:

Automation Strategy & Development:

• Identify opportunities for automation within existing WFM processes (e.g., forecasting, scheduling, real-time adherence, reporting, agent skilling).
• Design, develop, and implement automated solutions using various tools (e.g., scripting languages like Python, RPA platforms, WFM software capabilities).
• Collaborate with WFM Managers, Operations leadership, IT, and other stakeholders to understand business needs and translate them into automation requirements.
• Develop and maintain documentation for all automated processes and tools.

Data Analysis & Optimization:

• Utilize advanced analytical techniques to validate automation effectiveness and identify further optimization opportunities.
• Develop dashboards and reports to monitor the performance of automated processes and provide insights to stakeholders.

System Enhancement & Integration:

• Work closely with WFM system administrators and IT teams to ensure seamless integration of automation solutions with our existing WFM platforms (e.g., Genesys Cloud CX, NICE WFM, Aspect WFM, Verint WFM) and other relevant systems (CRM, ticketing systems).
• Act as a technical subject matter expert for automation capabilities and advocate for new features or functionalities that support our automation roadmap.

Training & Support:

• Provide training and support to WFM team members and other users on new automated tools and processes.
• Troubleshoot issues related to automation solutions and provide timely resolutions. 

Continuous Improvement:

• Stay abreast of industry best practices in automation, emerging technologies(e.g., AI/ML applications in process automation), and data analytics.
• Proactively recommend and implement improvements to existing WFM processes and tools.
• Participate in cross-functional projects aimed at enhancing overall operational efficiency.

Requirements

• Bachelor's degree in Computer Science, Data Science, Engineering, Business Analytics, or a related quantitative field.
• 5+ years of experience in a role with a strong focus on technical automation development and implementation within a contact center environment.
• Expert-level proficiency in scripting languages: Python is highly preferred, with a strong understanding of its libraries for data manipulation and automation.
• Demonstrable experience with Robotic Process Automation (RPA) platforms (e.g., UiPath, Automation Anywhere, Blue Prism).
• Strong SQL skills for data extraction, manipulation, and database interaction.
• Solid understanding of API integrations and experience in developing and consuming APIs for automation purposes.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Experience with major WFM software platforms (e.g., Genesys Cloud CX WFM, NICE WFM, Aspect WFM, Verint WFM) to extract data is a significant plus.
• Excellent communication (written and verbal) and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders across different levels of the organization.
• Proactive, self-starter with a strong problem-solving aptitude and a passion for continuous improvement.
• Ability to manage multiple priorities in a fast-paced, global environment.

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