Workforce Management Analyst

2 weeks ago

Greater Bengaluru Area, India GalaxE.Solutions Full time

• Forecasting: Analyze historical data and trends to predict future staffing needs based on business demands.

• Scheduling: Develop and manage work schedules for staff, ensuring optimal coverage and adherence to labor regulations.

• Real-Time Management: Monitor live service levels and performance metrics, making adjustments to schedules as necessary to meet demand.

• Reporting: Create and maintain reports on workforce performance, efficiency, and key metrics to inform management decisions.

• Collaboration: Work closely with operations, HR, and training teams to ensure staffing aligns with business objectives.

• Process Improvement: Identify areas for improvement in workforce processes and suggest enhancements to increase efficiency and productivity

Education and Experience.

• Bachelor’s degree in business administration, computer Science, or related field.

• 3+ years of experience in workforce management or a similar role and overall 5+ years of experience.

• Proficient in workforce management software and tools (e.g., Genesys {preferred}, WFM systems, ServiceNow, Excel, SuccessKPI).

• Good knowledge of Microsoft 365 products and reporting aspects.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Actively shares knowledge and helps team members.

• Identifies and takes initiative to implement improvement opportunities.

• Experience in a call center or customer service environment.

• Knowledge of labor laws and regulations (Onshore & Offshore).

• Ability to work independently and as part of a team.

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