Workforce Management (WFM) Analyst –
6 days working
On Site role
Mohali location
Night Shift
Position Summary-
The Workforce Management (WFM) Analyst is responsible for workforce planning, forecasting, scheduling, real-time monitoring, capacity planning, and workforce analytics to ensure optimal staffing levels and operational efficiency. The role partners closely with Operations, HR, Training, QA, Finance, and leadership
teams to achieve service level targets, improve productivity, and drive data-based decision-making.
Key Responsibilities:
Workforce Planning & Forecasting-
Analyze historical workload, call volumes, and staffing requirements.
Develop workforce plans aligned with business objectives.
Support capacity planning and resource allocation initiatives.
Recommend staffing levels based on forecasted demand.
Assist in headcount planning and budgeting activities.
Generate short-term and long-term volume and staffing forecasts.
Analyze trends and identify potential workforce risks.
Improve forecast accuracy through continuous analysis and refinement.
Collaborate with Operations and stakeholders to align workforce strategies.
Scheduling & Workforce Optimization-
Create optimized schedules to meet service level and productivity targets.
Manage breaks, meetings, training schedules, and offline activities.
Support workforce scheduling across multiple US time zones.
Balance operational requirements with employee needs.
Monitor and control overtime utilization.
Ensure adequate staffing coverage across all business functions.
Intraday Management-
Monitor real-time operational performance and staffing levels.
Compare actual workload against forecasts and schedules.
Identify and manage staffing variances proactively.
Coordinate overtime, VTO, and schedule adjustments as required.
Support recovery actions to maintain service levels and business objectives.
Escalate operational risks and recommend corrective measures.
Performance Analytics-
Monitor workforce KPIs including adherence, occupancy, shrinkage, utilization, and productivity.
Analyze staffing efficiency and workforce performance trends.
Evaluate workforce utilization and identify optimization opportunities.
Perform root cause analysis for performance gaps.
Recommend process and staffing improvements based on data insights.
Reporting & Dashboard Management-
Prepare daily, weekly, and monthly workforce reports.
Develop and maintain dashboards and scorecards.
Track and report adherence, occupancy, shrinkage, productivity, and utilization metrics.
Present workforce insights and recommendations to management.
Ensure timely and accurate reporting across stakeholders.
Capacity Planning-
Determine FTE requirements based on forecasted demand.
Support workforce planning for new business launches and seasonal peaks.
Assist recruitment teams with hiring forecasts and staffing requirements.
Optimize workforce allocation to maximize operational efficiency.
Shrinkage & Adherence Management-
Monitor shrinkage, absenteeism, leave trends, and attendance patterns.
Analyze causes of shrinkage and recommend corrective actions.
Monitor schedule adherence and investigate exceptions.
Partner with Operations leaders to improve adherence performance.
Support coaching initiatives using workforce data and insights.
Productivity Optimization-
Maximize productive hours through workforce optimization strategies.
Analyze occupancy and utilization trends.
Identify opportunities to improve operational efficiency and workforce productivity.
Recommend actions to improve resource utilization and service delivery.
Stakeholder Management-
Partner with Operations, HR, QA, Training, Finance, and Client teams.
Participate in workforce planning and business review meetings.
Provide workforce insights and recommendations to support business decisions.
Communicate workforce risks, opportunities, and performance trends effectively.
Systems Administration-
Maintain and update workforce management systems.
Validate schedules and workforce planning data.
Ensure data integrity and reporting accuracy.
Support system testing, enhancements, and implementation activities.
Continuous Improvement-
Drive initiatives to improve forecasting and scheduling accuracy.
Standardize workforce management processes and best practices.
Support automation and reporting enhancement projects.
Participate in Lean Six Sigma and continuous improvement initiatives.
Compliance & Governance-
Ensure compliance with organizational policies and client requirements.
Support internal and external audit activities.
Maintain confidentiality and data security standards.
Ensure workforce planning practices align with governance requirements.
Required Qualifications-
Bachelor's degree in Business, Mathematics, Statistics, Operations, Commerce, or a related field.
2–5 years of experience in Workforce Management, Capacity Planning, Scheduling, or Real-Time
Management within a BPO/Contact Center environment.
Strong understanding of forecasting, scheduling, capacity planning, and workforce analytics.
Advanced proficiency in Microsoft Excel.
Experience with WFM tools such as Verint, NICE IEX, Aspect, Calabrio, or equivalent.
Strong analytical, problem-solving, and communication skills.
Key KPIs-
Forecast Accuracy
Schedule Adherence
Occupancy
Utilization
Shrinkage
Productivity
Service Level Achievement
Staffing Efficiency
Overtime Management
Reporting Accuracy & Timeliness
Pay: ₹400,000.00 - ₹800,000.00 per year
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
