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Workforce Management
4 weeks ago
Job Title:
Workforce Management (WFM) Executive / Analyst
Location:
Mohali / Gurgaon / Karnal
Experience:
2+ years in Workforce Management, Scheduling, or related operations
Industry:
BPO / ITES / Service-Based / Call Center
About The Role
We are looking for a motivated and detail-oriented Workforce Management (WFM) professional to join our team in Mohali, Gurgaon, or Karnal. The role is ideal for candidates with experience in forecasting, scheduling, and real-time operations management. You will play a key role in ensuring optimal staffing levels to meet business demand while maintaining efficiency and cost control.
Key Responsibilities
- Create and manage shift schedules based on forecasted workloads and business requirements.
- Monitor real-time adherence, occupancy rates, and service levels; take corrective action as needed.
- Analyze historical data and trends to generate accurate forecasts and staffing plans.
- Work closely with HR and Operations to align staffing plans with recruitment, training, and employee engagement initiatives.
- Handle intraday operations including absentee management, schedule changes, and escalations.
- Maintain accurate records of attendance, leaves, shift swaps, and related activities.
- Provide reports and dashboards to leadership for capacity planning and performance tracking.
- Identify gaps and recommend process improvements to enhance workforce utilization.
Skills & Requirements
- Minimum 2 years of experience in WFM, scheduling, or operations planning.
- Strong analytical skills with proficiency in Excel, workforce management tools, and reporting.
- Ability to multitask, work under pressure, and resolve issues in real-time.
- Excellent communication and stakeholder management skills.
- Detail-oriented with a focus on accuracy and efficiency.
Skills: wfm,workforce management,scheduling
