Workforce Management Analyst

🚀 We're Hiring | Workforce Management (WFM)

Join our growing team! We are looking for experienced Workforce Management professionals for the following roles:

Apply through the link below:

Hiring WFM Professionals for Noida Location – Fill out form

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✅ Analyst - Real Time Analyst (RTA)

✅ Assistant Manager - Workforce Management (WFM)

If you have a passion for workforce planning, forecasting, scheduling, real-time operations, and driving business performance, we'd love to connect with you.

Key Responsibilities

For Analyst - RTA

• Monitor real-time performance metrics including SLA, AHT, Occupancy, Adherence, Queue Depth, and Shrinkage.
• Manage intraday activities by adjusting schedules, breaks, and offline activities.
• Identify service level risks and implement corrective actions proactively.
• Coordinate with Operations and WFM teams on real-time staffing decisions.
• Publish intraday reports and performance updates.
• Track attendance, adherence, and productivity metrics.

For Assistant Manager - WFM

• Manage end-to-end Workforce Management functions including Forecasting, Scheduling, Capacity Planning, and Real-Time Management.
• Develop short, medium, and long-term forecasts using statistical models and historical trends.
• Drive staffing, hiring, overtime planning, and resource optimization across Voice and Non-Voice operations.
• Improve forecast accuracy and workforce efficiency through continuous analysis.
• Lead WFM teams and collaborate with business stakeholders and clients.
• Manage capacity planning, reporting, invoicing, and governance activities.
• Analyze trends in AHT, Shrinkage, and workload patterns to improve operational performance.

Required Skills

✔ Strong knowledge of WFM metrics such as SLA, AHT, Occupancy, Adherence, and Shrinkage

✔ Experience in Forecasting, Scheduling, Capacity Planning, and Real-Time Management

✔ Advanced MS Excel skills (VBA knowledge preferred)

✔ Hands-on experience with WFM tools such as NICE, IEX, Aspect, Genesys, or similar platforms

✔ Strong analytical, reporting, and problem-solving abilities

✔ Excellent communication and stakeholder management skills

✔ Experience in BPO / Contact Center environment preferred

Experience

📌 Analyst (RTA): 2-5 Years

📌 Assistant Manager (WFM): 5+ Years

What We're Looking For

• Professionals who can thrive in a fast-paced environment.
• Strong decision-makers with a data-driven mindset.
• Individuals passionate about operational excellence and workforce optimization.