Workforce Management Analyst

3 weeks ago

New Delhi, India Gainwell Technologies Full time

Greeting From Gainwells Technology:SummaryWorkforce ManagementA WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance with labor laws, all while optimizing productivity and service levels within the team they manage.Key Skills:Skills required for a WFM supervisor role:- Strong analytical skills and ability to interpret data - Excellent communication and interpersonal skills - Proficiency with workforce management software - Understanding of labor laws and compliance requirements - Problem-solving and decision-making abilities - Proficiency with telephony routing solutions - Proficiency with Excel and Power BIRole & Responsibilities- Forecasting and Staffing: - Analyze historical data to predict future call volume and staffing requirements for locked forecasts. - Develop staffingplans based on forecasted demand and business goals. - Adjust staffinglevels based on real-time fluctuations in demand. - Scheduling and Allocation: - Create employeeschedules that alignwith forecasted demandand labor constraints. - Optimize shift patterns to maximize efficiency and minimize costs. - Manage employeetime off requestsand ensure adequatecoverage during peak periods. - Performance Monitoring and Coaching: - Monitor real-time adherence to schedules and performance metrics. - Identify areas for improvement and provide coachingto employees. - Conduct performance reviews and providefeedback. - Data Analysisand Reporting: - Analyze workforce data to identifytrends and opportunities for optimization. - Generate reportson key performance indicators (KPIs)related to workforcemanagement. - Present data insights to management to inform decision-making. - Compliance Management: - Ensure compliance with labor laws and companypolicies regarding scheduling and overtime. - Monitor employeetime and attendance to prevent violations.Shift Timing : 4:30 PM to 4:30 PM (IST- 9 Hours)

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