Job Title: Workforce Management (WFM) Analyst
Location: Panchkula (Work from Office)
Shift: Night Shift
Experience: 3+ Years
Employment Type: Full-Time
Job Summary
We are looking for a detail-oriented Workforce Management (WFM) Analyst with 3+ years of experience in workforce planning, scheduling, forecasting, and real-time monitoring. The ideal candidate will ensure optimal staffing levels, improve operational efficiency, and support business objectives through effective workforce management.
Key Responsibilities
- Prepare workforce forecasts based on business demand and historical trends.
- Create and manage employee schedules to ensure adequate staffing.
- Monitor real-time adherence and take corrective actions to maintain service levels.
- Analyze staffing requirements, productivity, and workforce utilization.
- Generate daily, weekly, and monthly WFM reports and dashboards.
- Track key operational metrics such as SLA, AHT, Occupancy, Shrinkage, and Schedule Adherence.
- Coordinate with operations teams to address staffing gaps and optimize workforce performance.
- Identify opportunities to improve scheduling accuracy and operational efficiency.
Required Skills
- 3+ years of experience in Workforce Management (WFM), Resource Planning, or Scheduling.
- Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.
- Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas).
- Experience with WFM tools such as Verint, NICE IEX, Genesys, Calabrio, Aspect, or similar platforms.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, 24/7 operations environment.
- Willingness to work in the Night Shift.
Preferred Skills
- Experience in BPO, Contact Center, Customer Support, Logistics, or Shared Services environments.
- Knowledge of Power BI or other reporting tools is an added advantage.
Application Question(s):
- Current CTC
- Expected CTC
- Currently serving notice period(Yes/ No) and mention the last working day?
- Available for Face to Face round?
Shift availability:
Work Location: In person
