Workforce Management

3 weeks ago

Panchkula HR IN Webart Softech Full time

Workforce Management WFM Analyst Job Title WFM MIS Analyst Experience 2-4 years Location Panchkula We are looking for a detail-oriented and analytical Workforce Management WFM Analyst to support forecasting scheduling real-time monitoring and performance reporting for our operations The ideal candidate should have prior experience in BPO Operations WFM and strong communication and analytical skills Key Responsibilities Forecasting Capacity Planning Analyze call volumes patterns and historical trends to create accurate workload forecasts Assist in manpower planning and staffing requirements Scheduling Prepare agent rosters and shift schedules based on business needs Ensure optimal staffing levels to meet SLA and service goals Real-Time Management RTA Monitor queues agent adherence breaks and shrinkage in real time Adjust schedules and assign activities based on live demand Reporting Analytics Generate daily weekly and monthly WFM reports Analyze performance data AHT SLA shrinkage occupancy and share action insights with management Stakeholder Coordination Collaborate with Operations HR Training and Quality teams for staffing updates Communicate schedule changes performance alerts and forecast deviations to stakeholders Required Skills Qualifications 2-4 years of experience in WFM MIS Forecasting Scheduling RTA Good knowledge of WFM tools e g IEX Verint Genesys Avaya NICE optional Strong Excel skills VLOOKUP Pivot Tables Basic Formulas Strong analytical problem-solving and communication skills Ability to work in a fast-paced and data-driven environment Preferred Qualifications Experience in BPO Call Center Customer Support environment Basic understanding of statistical forecasting and MIS Job Type Full-time Pay From 30 000 00 per month Work Location In person

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