Workforce Management Analyst

3 weeks ago

india, IN Gainwell Technologies Full time

Workforce Management (Forecasting)


Location – Remote India


A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule employees to meet anticipated stakeholder demand withina short time frame, usuallyfocusing on daily or weekly timeframes; key responsibilities include monitoring call volume,average handle time, and other relevant metrics to generate accurate short-term forecasts, identifying potential fluctuations in demand, and adjusting staffing levels accordingly to optimize service levels while managing labor costs.


  1. Skills and qualifications for a WFM short-term forecasting role:
  • Strong analytical skillsand proficiency in data analysistechniques
  • Experience with workforcemanagement software and forecasting tools
  • Excellent communication and collaboration skillsto effectively communicate forecasts to stakeholders
  • Understanding of contactcenter operations and key performance indicators (KPIs)
  • Proficiency in MicrosoftExcel and otherdata analysis tools
  • Ability to work under pressureand adapt to changing conditions


Role &Responsibilities

  • Data analysis:

Regularly reviewing historical call volume data,stakeholder behavior patterns,and other relevantmetrics to identify trends and patterns for accurate forecasting.

  • Forecasting modelcreation:

Utilizing WFM software to build and maintain short-term forecasting models, adjustingparameters based on current trends and seasonal fluctuations.

  • Intraday adjustments:

Monitoring real-time call volume and service levels,making necessary adjustments to staffing schedules as

needed throughout the day.

  • Communication and collaboration:

Communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.

  • Performance reporting:

Generating reportson forecasting accuracy, identifying areas for improvement, and proposing adjustments

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