Workforce Management Analyst

Workforce Management Analyst
Job Summary The Workforce Management (WFM) Analyst Inbound Operations is responsible for ensuring that staffing levels and schedules are optimized to meet service level and productivity goals. This role focuses on forecasting, scheduling, real-time management, and performance reporting to support efficient call centre operations. Key Responsibilities 1. Forecasting & Capacity Planning Analyze historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs. Develop short-term, mid-term, and long-term capacity plans in line with business growth and seasonal variations. ¢ Maintain and update headcount and capacity plans in coordination with Operations and HR. 2. Scheduling ¢ Create and maintain optimal agent schedules ensuring adequate coverage across shifts, queues, and skill types. ¢ Factor in planned shrinkage (leaves, training, meetings) while maintaining service level targets. ¢ Manage shift swaps, overtime, and time-off requests balancing operational efficiency and employee needs. 3. Real-Time Management (RTM) ¢ Monitor inbound queues, agent adherence, and service levels throughout the day. ¢ Take proactive intraday actions to correct staffing gaps (e.g., adjust breaks, reassign agents, or approve overtime). ¢ Communicate real-time performance trends and SLA risks to Operations and Leadership. 4. Reporting & Analytics ¢ Prepare and publish daily, weekly, and monthly reports covering service levels, forecast accuracy, and occupancy. ¢ Conduct variance analysis between forecasted and actual metrics to identify improvement opportunities. ¢ Provide insights to enhance forecast precision and optimize workforce utilization. 5. Stakeholder Collaboration ¢ Partner with Operations, Training, and HR to ensure alignment between staffing plans and business goals.

¢ Contribute data-driven recommendations during business reviews and performance discussions. Skills & Qualifications ¢ Graduate degree in any discipline. ¢ 15 years of experience in Workforce Management for inbound contact centre operations (Customer Service / Technical Support). ¢ Strong understanding of call centre metrics SLA, AHT, Occupancy, Adherence, and Shrinkage. ¢ Hands-on experience with WFM tools (e.g., NICE IEX, Verint, or similar). ¢ Advanced proficiency in MS Excel (Pivot Tables, Lookups, Formulas, Dashboards). ¢ Excellent analytical, problem-solving, and communication skills. Location: NSL SEZ Arena, Wing B, 3rd Floor, Survey No- 1, Plot No. 6, IDA Uppal, Hyderabad, Telangana-500039 Employment Type: Full-time Department: Workforce Management / Operations