Workforce Management Analyst

3 weeks ago


new delhi, India R3 Consultant Full time

In this role you will:

  • Directly manage a team of Analysts and Planners.
  • Identify, prioritize, and coach all direct reports in development areas.
  • Create strategic recommendations to improve productivity while balancing service levels and costs.
  • Ensure the enterprises are managing to intraday staffing requirements.
  • Have responsibility for development, analysis, and implementation of agent staffing, plans including re-forecasting requirements.
  • Maintain accurate measures of forecasts, capacity plans, and schedule plans accuracy by individual analysts as well as globally.
  • Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion.
  • Own planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes.
  • Ensure reports showing key efficiency, performance, and quality metrics are accurate and available.
  • Simulate different scenarios and develop contingency plans for unexpected events.
  • Develop benchmarks using metrics, industry standards and original concepts.
  • Configure data gathering systems, design and develop the means to capture and record data.
  • Provides analysis/recommendations to Sr. Mgt, site Directors and SBUs.


We are looking for someone who has:

  • A Bachelors in business or related field.
  • 5+ years Contact Center Operations or WFM experience.
  • Experience with WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
  • Previous client interface experience.
  • A high proficiency with computers, excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems).
  • A broad knowledge of inbound contact center environment.
  • Exceptional verbal and written communication skills.
  • The ability to accommodate a flexible schedule.
  • Superb listening, probing, negotiation and de-escalation skills.
  • Analytical and troubleshooting expertise.

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