Role/Skill: WFM Analyst
Location: Hyderabad
Experience: 2.1 to 5 years
Band: BPO 2
Salary: 6–7 LPA
Key Responsibilities
- Manage workforce planning activities including forecasting, scheduling, and capacity planning based on business requirements
- Prepare short-term and long-term staffing forecasts using historical trends, business projections, and operational inputs
- Create and maintain agent schedules to ensure adequate staffing coverage across shifts
- Monitor real-time adherence (RTA) and track schedule compliance to meet service level targets
- Analyze call volume trends, shrinkage, occupancy, and staffing gaps to support operational efficiency
- Coordinate with operations teams to manage intraday staffing adjustments and schedule changes
- Generate workforce management reports, dashboards, and MIS for leadership review
- Ensure service levels, productivity, utilization, and SLA metrics are consistently achieved
- Identify workforce-related risks and recommend process improvements to optimize resource utilization
- Support leave planning, roster management, and queue balancing activities
- Work closely with operations, HR, and recruitment teams for hiring and ramp planning requirements
- Maintain data accuracy within WFM tools and reporting systems
Required Skills & Qualifications
- 2.1 to 5 years of experience in Workforce Management within an International BPO environment
- Hands-on experience in forecasting, scheduling, capacity planning, and real-time management
- Good understanding of WFM metrics such as SLA, AHT, shrinkage, occupancy, utilization, and adherence
- Proficiency in MS Excel including formulas, pivot tables, charts, and reporting functions
- Experience working with WFM tools such as IEX, Aspect, Verint, NICE, or similar platforms is preferred
- Strong analytical and problem-solving skills
- Good communication and stakeholder management abilities
- Ability to work in rotational shifts and fast-paced environments
Important Notes
- Ex-TCS employees cannot apply
- PAN and DOB are required for profile creation
Questionnaire Link
https://myglit.com/lateral/cref/aedd46b4b2
Note: Filling out this questionnaire form is mandatory for the further recruitment process.
Pay: ₹600,000.00 - ₹700,000.00 per year
Work Location: In person
