WFM Analyst

Job Description WFM Analyst (Workforce Management) Reports to: Head of Operations Location: Bangalore, India Type: Full-time, 24/7 global operation support Overview The Workforce Management (WFM) Analyst ensures Concierge delivers on its promise of precision and responsiveness by managing staffing, forecasting, and real-time performance across multiple time zones. This role is critical to balancing service excellence with efficiencyoptimizing schedules, predicting demand, and ensuring our global concierge operation runs like clockwork. The ideal candidate thrives in data-driven environments, has an analytical mindset, and understands how workforce models translate into customer experience quality. Key Responsibilities 1. Forecasting & Capacity Planning - Analyze historical ticket volumes and trends to forecast daily, weekly, and monthly workload across all channels (Chat, WhatsApp, Email, Voice). - Use statistical models and CRM data to predict seasonality, spikes, and demand patterns across languages and time zones (India, Japan, and global support). - Determine optimal staffing levels to meet SLAs and minimize idle time. - Work closely with HR and Operations to translate forecasts into hiring and training plans. 2. Scheduling & Real-Time Management - Develop and maintain shift schedules that align with business needs and language coverage. - Manage intraday changes absences, unplanned spikes, escalations to maintain balanced coverage. - Ensure all shifts comply with labor laws and fatigue-management norms. - Create real-time dashboards to monitor adherence, occupancy, and SLA deviations. 3. Performance Monitoring & Reporting - Track daily operational metrics including Average Handle Time (AHT), Response Time, Resolution Time, Occupancy, and SLA compliance. - Analyze performance variances and identify underlying causes (volume, staffing, training gaps). - Generate daily, weekly, and monthly reports on efficiency, productivity, and staffing health. - Present insights to Operations leadership with actionable recommendations. 4. Cross-Functional Collaboration - Partner with CRM Admin and Tech teams to ensure data accuracy in dashboards and ticket routing. - Collaborate with HR to plan recruitment and manage planned leaves or attrition. - Coordinate with Samar (Ops) and Srikanth (Project Head) for weekly performance reviews. - Support Finance in workload-based cost optimization and budgeting forecasts. 5. Optimization & Continuous Improvement - Identify automation opportunities for forecasting and scheduling tools. - Build what-if scenarios to support future city expansion (new time zones, languages). - Benchmark WFM practices against global standards for concierge and customer experience centers. - Recommend tech enhancements or workflow improvements to improve resource utilization. Key Deliverables - Weekly forecast and staffing plan (rolling 30-day window). - Daily SLA and adherence report. - Real-time occupancy dashboard. - Monthly WFM performance scorecard and recommendations report. - Quarterly workforce optimization and cost-efficiency review. Requirements - Experience: 36 years in workforce management or capacity planning for a multilingual contact center or concierge environment. - Technical Skills: - Advanced Excel and Power BI (mandatory). - Working knowledge of Zoho Analytics, Tableau, or similar BI tools. - Familiarity with WFM platforms (e.g., NICE, Verint, Calabrio, Genesys, or in-house scheduling tools). - Knowledge: - Strong understanding of SLAs, KPIs, occupancy models, and queue management. - Exposure to global or 24/7 operations (multi-country support preferred). - Soft Skills: - Analytical, detail-oriented, and calm under pressure. - Excellent communication and presentation skills. - Proactive problem solver with ownership mindset. Preferred Background - Experience in luxury services, hospitality, or tech-driven support ecosystems. - Exposure to AI-assisted customer service or hybrid humanAI models. - Understanding of cross-border labor scheduling and multilingual resource planning. Success in This Role Means: - SLAs are met consistently with no overstaffing or burnout. - Staffing plans align perfectly with demand fluctuations. - Leadership receives accurate, real-time visibility into performance. - The concierge experience remains frictionless, predictable, and premium 24/7.