Job
Description
Job Title: Workforce Management (WFM) Analyst Location: Hyderabad - Hybrid About the Role We are seeking a data-driven and strategic Workforce Management Analyst to join our team. The ideal candidate will play a key role in optimizing staffing, improving operational efficiency, and ensuring service level objectives are consistently met. This role requires strong analytical skills, cross-functional collaboration, and a deep understanding of workforce planning principles. Key Responsibilities Staff Scheduling & Planning Create and manage agent schedules based on workload forecasts and business needs. Factor in planned and unplanned shrinkage to optimize staffing coverage. Recommend cost-efficient staffing strategies including dynamic scheduling and shift adjustments. Capacity & Skillset Management Maintain and analyze skillset matrices to assess current and future resource availability. Identify over/understaffed activities and provide recommendations for cross-training or reallocation. Forecast capacity needs and align workforce with business growth. Performance Targets & Metrics Establish, maintain, and regularly update Target Times for various activities. Implement methodologies such as "Target-as-Actual" and "Actual-as-Target" to gauge productivity. Work with reporting teams to ensure MI dashboards reflect accurate and up-to-date targets. Tenure & Attrition Monitoring Track staff tenure and highlight areas of concern (e.g., high percentage of new hires). Analyze attrition trends and propose solutions including upskilling, career development, and training initiatives. Shrinkage & Productivity Insights Track and analyze both tangible (PTO, breaks, training) and intangible (system downtime, attrition) shrinkage. Measure the impact of training on AHT and workload distribution. Ensure productive utilization of staff across all scheduled hours. FTE & Budget Analysis Calculate FTE requirements using historical data and forecast models. Monitor and report on monthly FTE variances against budget targets. Provide actionable insights tied to headcount, productivity, and cost optimization. Qualifications Bachelors degree in Business, Operations, Statistics, or a related field. 5+ years of experience in Workforce Management, preferably in a contact center or service-based environment. Proficiency in Excel (advanced), WFM tools (e.g., NICE, Verint, Genesys), and reporting platforms (e.g., Power BI). Strong analytical, problem-solving, and communication skills. Ability to interpret data and make strategic workforce recommendations. Preferred Skills Experience with forecast modeling and capacity planning. Familiarity with schedule adherence metrics and shrinkage tracking. Ability to work in a fast-paced environment with multiple stakeholders. Knowledge of WFM methodologies and best practices.
