Workforce Management Analyst

Greeting From Gainwells Technology:

Summary

Workforce Management

A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance with labor laws, all while optimizing productivity and service levels within the team they manage.

Key Skills:

Skills required for a WFM supervisor role:

• Strong analytical skills and ability to interpret data
• Excellent communication and interpersonal skills
• Proficiency with workforce management software
• Understanding of labor laws and compliance requirements
• Problem-solving and decision-making abilities
• Proficiency with telephony routing solutions
• Proficiency with Excel and Power BI

Role & Responsibilities

• Forecasting and Staffing:
• Analyze historical data to predict future call volume and staffing requirements for locked forecasts.
• Develop staffingplans based on forecasted demand and business goals.
• Adjust staffinglevels based on real-time fluctuations in demand.
• Scheduling and Allocation:
• Create employeeschedules that alignwith forecasted demandand labor constraints.
• Optimize shift patterns to maximize efficiency and minimize costs.
• Manage employeetime off requestsand ensure adequatecoverage during peak periods.
• Performance Monitoring and Coaching:
• Monitor real-time adherence to schedules and performance metrics.
• Identify areas for improvement and provide coachingto employees.
• Conduct performance reviews and providefeedback.
• Data Analysisand Reporting:
• Analyze workforce data to identifytrends and opportunities for optimization.
• Generate reportson key performance indicators (KPIs)related to workforcemanagement.
• Present data insights to management to inform decision-making.
• Compliance Management:
• Ensure compliance with labor laws and companypolicies regarding scheduling and overtime.
• Monitor employeetime and attendance to prevent violations.

Shift Timing : 4:30 PM to 4:30 PM (IST- 9 Hours)