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Workforce Management Analyst

4 months ago

Gurugram, India Teleperformance Full time

"Looking for WFM schedulers, with IEX experience and can join within 45Days". In keen, please send an email to " ".


The responsibilities for the position include:

Schedule Creation:

• Develop employee schedules based on forecasted workloads, service level targets, and productivity requirements

• Consider factors such as call volumes, customer demand patterns, staffing constraints, and employee availability to create efficient and effective schedules


Workforce Optimization:

• Optimize workforce utilization by balancing staffing levels and skill sets to match workload fluctuations

• Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling costs


Schedule Adherence:

• Monitor and manage employee adherence to assigned schedules

• Track attendance, breaks, lunch hours, and time-off requests to ensure compliance with the established schedules and address any deviations


Real-Time Monitoring:

• Continually monitor real-time performance metrics, such as service levels, average handle times, and agent availability

• Make timely adjustments to schedules or resource allocation to maintain optimal service levels and address any imbalances or disruptions in operations