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 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.
Pay: ₹600,000.00 - ₹700,000.00 per year
Application Question(s):
- Apply here to facilitate application - https://myglit.com/lateral/cref/86d816e660
Work Location: In person
