WFM Analyst (Workforce Management)

WFM Analyst (Workforce Management)

Reports to:

Location:

Type:

Overview

Workforce Management (WFM) Analyst

The ideal candidate thrives in data-driven environments, has an analytical mindset, and understands how workforce models translate into customer experience quality.

Key Responsibilities

1. Forecasting & Capacity Planning

• Analyze historical ticket volumes and trends to forecast daily, weekly, and monthly workload across all channels (Chat, WhatsApp, Email, Voice).
• Use statistical models and CRM data to predict seasonality, spikes, and demand patterns across languages and time zones (India, Japan, and global support).
• Determine optimal staffing levels to meet SLAs and minimize idle time.
• Work closely with HR and Operations to translate forecasts into hiring and training plans.

2. Scheduling & Real-Time Management

• Develop and maintain shift schedules that align with business needs and language coverage.
• Manage intraday changes absences, unplanned spikes, escalations to maintain balanced coverage.
• Ensure all shifts comply with labor laws and fatigue-management norms.
• Create real-time dashboards to monitor adherence, occupancy, and SLA deviations.

3. Performance Monitoring & Reporting

• Track daily operational metrics including Average Handle Time (AHT), Response Time, Resolution Time, Occupancy, and SLA compliance.
• Analyze performance variances and identify underlying causes (volume, staffing, training gaps).
• Generate daily, weekly, and monthly reports on efficiency, productivity, and staffing health.
• Present insights to Operations leadership with actionable recommendations.

4. Cross-Functional Collaboration

• Partner with CRM Admin and Tech teams to ensure data accuracy in dashboards and ticket routing.
• Collaborate with HR to plan recruitment and manage planned leaves or attrition.
• Coordinate with Samar (Ops) and Srikanth (Project Head) for weekly performance reviews.
• Support Finance in workload-based cost optimization and budgeting forecasts.

5. Optimization & Continuous Improvement

• Identify automation opportunities for forecasting and scheduling tools.
• Build what-if scenarios to support future city expansion (new time zones, languages).
• Benchmark WFM practices against global standards for concierge and customer experience centers.
• Recommend tech enhancements or workflow improvements to improve resource utilization.

Key Deliverables

• Weekly forecast and staffing plan (rolling 30-day window).
• Daily SLA and adherence report.
• Real-time occupancy dashboard.
• Monthly WFM performance scorecard and recommendations report.
• Quarterly workforce optimization and cost-efficiency review.

Requirements

• Experience:

  36 years in workforce management or capacity planning for a multilingual contact center or concierge environment.

• Technical Skills:

• Advanced Excel and Power BI (mandatory).
• Working knowledge of Zoho Analytics, Tableau, or similar BI tools.
• Familiarity with WFM platforms (e.g., NICE, Verint, Calabrio, Genesys, or in-house scheduling tools).

• Knowledge:

• Strong understanding of SLAs, KPIs, occupancy models, and queue management.
• Exposure to global or 24/7 operations (multi-country support preferred).

• Soft Skills:

• Analytical, detail-oriented, and calm under pressure.
• Excellent communication and presentation skills.
• Proactive problem solver with ownership mindset.

Preferred Background

• Experience in

  luxury services, hospitality, or tech-driven support ecosystems

  .
• Exposure to

  AI-assisted customer service

  or hybrid humanAI models.
• Understanding of

  cross-border labor scheduling

  and multilingual resource planning.

Success in This Role Means:

• SLAs are met consistently with no overstaffing or burnout.
• Staffing plans align perfectly with demand fluctuations.
• Leadership receives accurate, real-time visibility into performance.
• The concierge experience remains frictionless, predictable, and premium 24/7.