Workforce Management Analyst

4 weeks ago

Bengaluru, India Ushta Te Consultancy Services LLP Full time

Description : We operate in the Contact Center, BPO and workforce-optimization sector delivering analytics-driven staffing and operational excellence for clients across BFSI, Telecom, e-commerce and shared services. This is an on-site role based in India focused on driving forecasting, scheduling and intraday operations to sustain target service levels.Role & Responsibilities : - Produce accurate short-, medium- and long-term forecasts and translate them into actionable staffing plans and shift templates.- Design and maintain agent rosters/schedules to meet SLA targets while optimising occupancy and cost.- Monitor real-time operationstrack adherence, queue levels and service metricsand implement intraday adjustments to minimise SLA breaches.- Configure, operate and tune WFM platforms (forecasting, scheduling and adherence modules) to ensure data integrity and automation.- Build and automate reports and interactive dashboards using Excel and Power BI; present insights and recommendations to Operations and leadership.- Conduct root-cause analysis on staffing variances, support shrinkage modelling and implement continuous-improvement initiatives.Skills & Qualifications : Must-Have : - Verint WFM- NICE IEX WFM- Calabrio WFM- Microsoft Excel- SQL- Power BI- Workforce Forecasting- Intraday ManagementPreferred : - Teleopti (UKG) WFM- Tableau- Python for data automationBenefits & Culture Highlights : - On-site role with high ownership of end-to-end WFM processes and career growth in operations analytics.- Collaborative, data-driven culture with exposure to multiple enterprise clients and large-scale contact centre operations.- Opportunities to lead automation projects and to build dashboards that influence operational decisions.Shift Time : PST hours (Pacific Time - Night rotational shift) (ref:hirist.tech)

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