Workforce management analyst

6 days ago

Rajahmundry, India 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.Skills and qualifications for a WFM short-term forecasting role:Strong analytical skillsand proficiency in data analysistechniquesExperience with workforcemanagement software and forecasting toolsExcellent communication and collaboration skillsto effectively communicate forecasts to stakeholdersUnderstanding of contactcenter operations and key performance indicators (KPIs)Proficiency in Microsoft Excel and otherdata analysis toolsAbility to work under pressureand adapt to changing conditionsRole &ResponsibilitiesData 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 asneeded 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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