Analyst-WFM

Job Description

Key Responsibilities 📊 Forecasting & Planning Analyze historical data and trends to forecast workload and staffing requirements. Collaborate with department heads to understand upcoming campaigns or volume spikes. Assist in capacity planning for upcoming weeks/months. 📅 Scheduling & Roster Management Create efficient shift schedules ensuring adequate staffing for all operational hours. Manage leave, shift swaps, breaks, and exceptions. Coordinate with HR and Team Leaders for schedule adherence. 🕒 Real-Time Monitoring Monitor, agent productivity. Send alerts and escalations for any deviation from SLAs. Optimize resource allocation during high/low volume periods. 📈 Reporting & Analytics Generate daily/weekly/monthly performance reports. Analyze adherence, occupancy, shrinkage, and productivity metrics. Provide insights and recommendations for operational improvements. 🤝 Collaboration & Communication Work closely with Team Leads, QA, HR, and Ops teams to ensure workforce alignment. Participate in performance reviews and operational meetings. Assist in new agent onboarding and WFM tool training. Skills:- WFM