Analyst - Workforce Management

As a Workforce Management Analyst at GlobalLogic, you will be responsible for driving capacity planning, forecasting, and workforce optimization for the operations. Your role will involve analyzing historical volume trends, seasonal patterns, and business drivers to generate accurate workload forecasts. Additionally, you will develop capacity plans, determine optimal staffing levels, monitor performance, and provide recommendations for peak period management. Key Responsibilities: - Analyze historical volume trends and business drivers to generate accurate short-term and long-term workload forecasts. - Develop capacity plans based on forecasted workload, staffing levels, and service level targets. - Determine optimal staffing levels to meet service levels, occupancy targets, and operational efficiency. - Monitor actual performance versus forecasts, identify variances, and generate reports to track forecast accuracy. - Run simulations to evaluate the impact of changes in volume, staffing, or productivity on SLAs and costs. - Work closely with cross-functional teams to ensure alignment of capacity plans with business objectives. - Utilize WFM tools and analytical software such as Excel, Power BI, and SQL for planning and reporting. - Continuously refine planning models and processes for improved accuracy and efficiency. Qualifications Required: - 1+ years of experience in Workforce Management with a focus on capacity planning. - Prior experience in BPOs, contact centers, or similar large-scale operations-driven environments preferred. - Advanced Excel skills including pivot tables, VLOOKUP, formulas, and charts. Experience with BI tools such as Power BI or Tableau is a plus. - Basic SQL knowledge is an advantage. Strong numerical, analytical, and problem-solving skills. - Understanding of key WFM metrics: AHT, SL, Occupancy, Shrinkage, FTE, Attrition, etc. - Excellent communication skills to coordinate with cross-functional teams and present findings. - Detail-oriented with strong organizational skills, ability to manage competing priorities, work under pressure, and be proactive, self-motivated, and results-driven. - Must possess any graduation degree and be willing to work from the office in rotational shifts. About GlobalLogic: GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner known for creating innovative digital products and experiences. The culture at GlobalLogic prioritizes caring, learning, interesting work, balance, flexibility, and integrity. As a part of the team, you'll have the opportunity to work on impactful projects, grow personally and professionally, and collaborate with forward-thinking companies in transforming businesses through intelligent products and services.,