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Trinet Group
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Workforce Management Analyst

Workforce Management Analyst

Trinet Group

3 - 8 years

3 - 7 Lacs

hyderabad

Posted:6 days ago| Platform:

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Skills Required

health insurance staffing analytical consulting scheduling customer service continuous improvement forecasting business operations capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Workforce Management Analyst will be responsible for forecasting, scheduling, and real-time monitoring to support the Customer Success and Operations teams in India. This role ensures optimal staffing levels to meet service level agreements (SLAs) for global clients, particularly in the US market. The analyst will work closely with operations leaders to provide actionable insights and support workforce planning initiatives.

Key Responsibilities

Collect and analyze historical contact volume and handle time data
Develop long-term, mid-term, and short-term forecasts for workload and staffing
Create and maintain agent schedules to meet service level goals
Monitor real-time performance and make intraday adjustments
Collaborate with operations to understand business drivers and trends
Maintain accuracy of WFM systems and update assumptions regularly
Generate reports and dashboards to communicate performance metrics
Support hiring and capacity planning decisions with data-driven insights
Participate in continuous improvement initiatives and cross-functional projects
Bachelor s degree or equivalent experience required

Qualifications

Education

Bachelor s degree or equivalent experience required

Experience

3+ years of experience in Workforce Management within a contact center environment
Experience with WFM tools such as NICE, Verint, or equivalent
Familiarity with US business operations and customer service standards preferred

Skills & Competencies

Strong analytical and forecasting skills
Proficiency in Microsoft Excel and reporting tools
Ability to interpret data and provide actionable recommendations
Excellent communication and collaboration skills
Experience with real-time monitoring and schedule adherence
Ability to work in a fast-paced, dynamic environment
Knowledge of contact center metrics and KPIs

Work Environment

Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
This position is 100% in office.

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Trinet Group

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San Leandro

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Workforce Management Analyst