WFM Analyst

Workforce Management Analyst (Workforce Management Analyst)Industry: Business Process Outsourcing (BPO) / Contact Center Operations. We operate in workforce optimisation, capacity planning, and contact-centre performance analytics for large-scale service delivery across India.

About The Opportunity

We are hiring a Workforce Management Analyst to join a hybrid team supporting pan-India contact centre operations. You will drive forecasting, scheduling, real-time adherence, and performance reporting to ensure service levels, shrinkage control, and optimal staffing across multiple campaigns.Role & Responsibilities

• Build and maintain accurate short-, medium-, and long-term forecasts using historical data, seasonality, and business inputs.
• Create and optimise agent schedules and shift plans to meet SLAs while minimising cost and overtime.
• Monitor intraday operations: track adherence, occupancy, queue backlog, and implement corrective actions in real time.
• Generate and distribute KPI dashboards and reports (service level, ASA, shrinkage, occupancy) for operations and leadership.
• Collaborate with Workforce, Ops, and HR teams to align staffing plans with hiring, shrinkage, and training calendars.
• Support WFM tool administration, data integrity, and continuous-improvement initiatives to automate forecasting and scheduling workflows.
  

Skills & Qualifications

Must-Have

• Workforce forecasting
• Intraday management
• Schedule optimisation
• Advanced Excel
• Verint
• NICE IEX
  

Preferred

• Calabrio
• Teleopti
• SQL
  

Additional Qualifications

• Experience in contact-centre WFM, capacity planning, or operations analytics (preferred 3+ years).
• Comfortable working hybrid with flexible hours to support intraday peak windows.
• Strong numeracy and attention to data integrity; ability to present insights to stakeholders.
  

Benefits & Culture Highlights

• Hybrid work model with flexible hours and opportunity to support cross-functional projects.
• Learning culture focused on process improvement, tool upskilling, and career growth in WFM.
• Collaborative environment with direct impact on operational KPIs and customer experience.
  

Skills: aspect acd,verint,workforce management,calabrio,real time analysis,erlang,iex