Workforce Management Analyst

Role

Budget

Forecasting

    - Develop and maintain accurate forecasts of call volume, staffing requirements, and other key metrics.

    - Analyze historical data, trends, and seasonal patterns to inform forecasting decisions.

Scheduling & Capacity Planning

    - Create and manage schedules for call center agents, ensuring optimal staffing levels and adherence to labor laws and regulations.

    - Analyze and optimize schedule performance, making adjustments as needed.

Real-time Management:

    - Monitor real-time data and metrics, such as call volume, wait times, and agent  schedule adherence.

    - Provide coaching and guidance to agents and supervisors to ensure optimal performance.

MIS

    - Develop and maintain reports and dashboards to track key performance indicators (KPIs), such as service level, average handling time, and occupancy.APR,PMS

    - Analyze data to identify trends, opportunities for improvement, and areas of concern.

    - Highlight any variance in call flow

    - Publish Hourly Performance Reports 

Collaboration

    - Work closely with HOD, supervisors, and agents to ensure alignment and effective implementation of WFM strategies.

    - Collaborate with other teams, such as operations and IT, to ensure seamless integration of WFM solutions.

Skills Required

1. Experience with data analysis and reporting tools, such as Excel,Power BI ,SQL, Phtyon.
2. Strong analytical and problem-solving skills.
3. Proficiency in WFM software, such as NICE, Verint, or similar tools.
4. Excellent communication and collaboration skills.