Workforce Management Analyst

Experience required : 9+ years.

About the Role:

- We are seeking a skilled Workforce Management (WFM) professional to join our team.

- The role involves managing forecasting, scheduling, capacity planning, and real-time monitoring to ensure optimal staffing levels, improved service delivery, and achievement of SLAs across all business operations.

Key Responsibilities:

Forecasting & Capacity Planning.

- Develop short-term, medium-term, and long-term forecasts for call/chat/email volumes.

- Perform workload analysis and prepare hiring plans aligned with business growth.

- Conduct shrinkage analysis and build models for staffing optimization.

Scheduling:

- Create and maintain shift schedules to meet SLA, AHT, FCR, and CSAT goals.

- Balance agent availability, leave management, and business requirements.

- Real-Time Management (RTM).

- Monitor queues and agent performance in real time.

- Take proactive measures such as skill reallocation, overtime, or VTO to maintain service levels.

Reporting & Analytics.:

- Generate and publish daily, weekly, and monthly MIS reports on staffing, SLA, shrinkage, adherence, and occupancy.

- Provide insights and recommendations to improve efficiency and reduce costs.

Collaboration:

Work closely with operations, HR, and recruitment teams for hiring, training, and scheduling alignment.

Partner with business stakeholders to assess upcoming projects and capacity requirements.

Skills & Qualifications.

- Proficiency in WFM tools (e. , IEX, Aspect, NICE, Verint, Genesys, Avaya, or equivalent).

- Strong skills in Excel, SQL, and Power BI/Tableau for reporting and analysis.

- Excellent analytical, problem-solving, and planning abilities.

- Strong communication and stakeholder management skills.

Key KPIs:

- Forecast Accuracy.

- Schedule Adherence & Compliance.

- SLA Achievement (AHT, FCR, CSAT, DSAT).

- Attrition & Shrinkage Management.

- Occupancy & Productivity Metrics.