Workforce Management

Workforce Management (WFM) Analyst

Job Title: WFM/MIS Analyst
Experience: 2–4 years
Location: Panchkula

We are looking for a detail-oriented and analytical Workforce Management (WFM) Analyst to support forecasting, scheduling, real-time monitoring, and performance reporting for our operations. The ideal candidate should have prior experience in BPO/Operations/WFM and strong communication and analytical skills.

Key Responsibilities

Forecasting & Capacity Planning

• Analyze call volumes, patterns, and historical trends to create accurate workload forecasts.
• Assist in manpower planning and staffing requirements.

Scheduling

• Prepare agent rosters and shift schedules based on business needs.
• Ensure optimal staffing levels to meet SLA and service goals.

Real-Time Management (RTA)

• Monitor queues, agent adherence, breaks, and shrinkage in real time.
• Adjust schedules and assign activities based on live demand.

Reporting & Analytics

• Generate daily, weekly, and monthly WFM reports.
• Analyze performance data (AHT, SLA, shrinkage, occupancy) and share action insights with management.

Stakeholder Coordination

• Collaborate with Operations, HR, Training, and Quality teams for staffing updates.
• Communicate schedule changes, performance alerts, and forecast deviations to stakeholders.

Required Skills & Qualifications

• 2–4 years of experience in WFM/MIS (Forecasting / Scheduling / RTA).
• Good knowledge of WFM tools (e.g., IEX, Verint, Genesys, Avaya, NICE — optional).
• Strong Excel skills (VLOOKUP, Pivot Tables, Basic Formulas).
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced and data-driven environment.

Preferred Qualifications

• Experience in BPO/Call Center/Customer Support environment.
• Basic understanding of statistical forecasting and MIS.

Job Type: Full-time

Pay: From ₹30,000.00 per month

Work Location: In person