Process Lead/ Assistant Manager- WFM Analyst - GO/JC/1243/2025

Job title:

� Process Lead/ Assistant Manager- WFM

Job Location:

PuneCandidate must have 4 + years of experience as WFM AnalystScheduling to business specific rules, preference based, multi week performance / rule based schedule biddingWorkflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat / website ++)

• Monthly / Fortnightly / Weekly optimized every week for next week.
• Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis
  

Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performanceMonitors call routing; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.)Data Extraction and update the daily RAP (Review Action Plan � governance and engagement tool with Operations) Pack (including commentary and recommendations)Service Delivery by Real time Adherence & Intervention / escalationStart with daily Review Action Plan (RAP) & Monitoring through dayPrepare root cause analysis of SL performance, staffing and update reasons for aberrations for previous dayIdentifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes).Chairing the daily RAP (Review Action Plan) calls with Operations and completing action items from the callReviewing and Optimizing current day SchedulesAnalysing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levelsIdentifies course of action and makes recommendations relating to staffing deviationsShare trends & observations of issues impacting performance of the businessEnsuring that optimum service level targets are achieved on a monthly, daily / intra-day basis in order to drive up service level consistency performanceSharing hourly, daily, weekly and monthly updates to stakeholdersVariance reporting to enable management to make timely decisions about planned off line activities and outagesExecutes established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.)Ad hoc tasks to support the businessFlexible with shifts.

Skills Required

RoleProcess Lead/ Assistant Manager- WFM AnalystIndustry TypeITES/BPO/KPOFunctional AreaRequired Education Bachelor DegreeEmployment TypeFull Time, PermanentKey Skills

• CAPACITY PLANNING
• SCHEDULING
• WFM
• WFM
• WORKFORCE MANAGEMENT
• PLANNING
• SCHEDULING
  

Other Information
Job CodeGO/JC/1243/2025Recruiter NameSupraja