Analyst - Workforce Management

We are seeking a detail-oriented and analytical Workforce Management Analyst with 3+ years of experience in workforce planning, forecasting, scheduling, and real-time monitoring.

The ideal candidate will support business operations by ensuring optimal staffing levels, improving efficiency, and aligning workforce strategies with business goals across customer service or support operations.

Key Responsibilities :

- Develop and maintain forecasts and capacity plans based on historical trends, seasonality, and anticipated volume.

- Create agent schedules and shift plans to meet service level targets while maximizing operational efficiency.

- Monitor real-time intraday performance, including shrinkage, adherence, and service levels; escalate as needed.

- Analyze historical and real-time data to make recommendations for staffing adjustments.

- Collaborate with operations, HR, and training teams to manage headcount planning, new hire ramp-ups, and shift optimization.

- Generate and distribute regular WFM performance reports to key stakeholders.

- Support WFM tools and systems; ensure data integrity across scheduling, time tracking, and performance platforms.

- Continuously identify process improvements to enhance accuracy and efficiency of workforce planning.

Required Qualifications :

- Bachelor's or Master's degree in Business, Statistics, Mathematics, Operations, or a related field.

- 3+ years of experience in Workforce Management preferably in BPO, contact center, or service operations.

- Hands-on experience with WFM tools such as Genesys, NICE, Verint, Aspect, or Teleopti.

- Proficient in MS Excel and reporting tools for data analysis and visualization.

- Strong analytical, problem-solving, and time management skills.

- Excellent communication skills and ability to work with cross-functional teams.

Preferred Skills:

- Knowledge of forecasting models and capacity planning techniques.

- Experience working with multiple queues and skill sets in multi-channel environments (voice, chat, email).

- Familiarity with SQL or other database query languages is a plus.

- Experience in real-time management (RTM) and adherence tracking