WFM Analyst

Eligibility:

1. Bachelor’s degree or equivalent in any field.

2. Excellent communication & presentation skills

3. 2–4 years of experience in Workforce Management

Key Requirements:

• Scheduling & RTA –

• Manage AHT, shrinkage, leaves, breaks, training, coaching, and meeting schedules and adherence.

• Publish and maintain weekly/monthly schedules and rosters.

• Monitor queues, breaks, and agent adherence in real time.

• Take corrective actions during intraday deviations (e.g., modifying skilling, overtime, VTO).

• Reporting & Analytics –

• Generate daily, weekly, and monthly WFM reports (AHT, ACD hours, adherence, Sentiments, Recontact etc.)

• Maintain data accuracy across WFM systems (e.g., CMS Avaya, NICE WFM)

• Inventory Management – (Seat & locker allocation, headset, MTC and thin clients tracking)

• Onboarding & Offboarding, including entitlement enablement and revocation.

• Stakeholder Collaboration –

• Coordinate with Operations, HR, Training, Quality, IT and Client teams.

• Support new business transitions with Peak Hour staffing, WFM models and planning.

• Participate in business reviews and performance discussions.

Key Skills

Good verbal & written communication skills to communicate with internal and external customers.

Strong analytical and mathematical skills.

Hands-on experience with WFM tools (Avaya One X, NICE WFM, Tableau, Nexidia, GPR, CMS, etc.).

Ability to work in a team and adhere to timelines consistently. Establish and maintain communication

with Clients and Team members, understand needs, resolve issues, and meet expectations.

Ability to work in night shifts / staggered shifts / weekends / days off based on business requirements.

Knowledge of Advanced MS Excel; familiarity with Power BI tools is a plus.

Ability to work effectively in ambiguity, shifting priorities and multiple deadlines.

Should have advanced knowledge in MS Office.

Assessment Center

Personal Interview

Excel Test and PI Round