Workforce Management Analyst/Resource Coordinator

We are looking for a detail-oriented and analytical Workforce Management Analyst / Resource Coordinator to support our BPO operations. The ideal candidate will be responsible for forecasting, scheduling, real-time monitoring, and managing staffing levels to ensure optimal performance and service levels. This role requires close coordination with the Operations team to improve efficiency and meet business goals.

Key Responsibilities:

• Scheduling: Create and manage employee schedules to ensure adequate coverage and meet service level agreements (SLAs).Handle shift swaps, leaves and schedule changes as per operational needs.
• Real-Time Monitoring: Monitor service levels and performance metrics in real-time; make necessary adjustments to staffing and schedules as needed.
• Reporting: Prepare and distribute daily, weekly, and monthly performance reports, highlighting key metrics and trends to management.
• Data Analysis: Utilize workforce management tools and analytics to assess performance and recommend process improvements.
• Communication: Serve as the point of contact for all workforce-related inquiries and communicate scheduling changes effectively to staff.

Requirements:

• 1–3 years of experience in Workforce Management or resource planning in a BPO/call center environment.
• Hands-on experience with WFM software proficiency, WFM tools (e.g., NICE, Aspect, Verint, Genesys).
• Proficient in MS Excel (pivot tables, charts, formulas).
• Strong understanding of contact center KPIs and metrics.
• Good English communication and coordination skills.
• Excellent organizational and multitasking abilities.

Location: Thane West – Candidates from nearby areas preferred
Shift: Rotational shifts (6-day working, day shifts)

For more details or to apply feel free to call or WhatsApp us at 9594987880.

Job Type: Full-time

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance

Experience:

• Workforce Management Executive : 1 year (Required)
• Real-Time Monitoring : 1 year (Required)
• • Forecasting & Scheduling: 1 year (Required)
• WFM Specialist: 1 year (Required)

Work Location: In person