Workforce Management Analyst

4 weeks ago

India Gainwell Technologies Full time

Job Description

Greeting From Gainwells Technology:

Summary

Workforce Management

A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance with labor laws, all while optimizing productivity and service levels within the team they manage.

Key Skills:

Skills required for a WFM supervisor role:

- Strong analytical skills and ability to interpret data
- Excellent communication and interpersonal skills
- Proficiency with workforce management software
- Understanding of labor laws and compliance requirements
- Problem-solving and decision-making abilities
- Proficiency with telephony routing solutions
- Proficiency with Excel and Power BI

Role & Responsibilities

- Forecasting and Staffing:
- Analyze historical data to predict future call volume and staffing requirements for locked forecasts.
- Develop staffingplans based on forecasted demand and business goals.
- Adjust staffinglevels based on real-time fluctuations in demand.
- Scheduling and Allocation:
- Create employeeschedules that alignwith forecasted demandand labor constraints.
- Optimize shift patterns to maximize efficiency and minimize costs.
- Manage employeetime off requestsand ensure adequatecoverage during peak periods.
- Performance Monitoring and Coaching:
- Monitor real-time adherence to schedules and performance metrics.
- Identify areas for improvement and provide coachingto employees.
- Conduct performance reviews and providefeedback.
- Data Analysisand Reporting:
- Analyze workforce data to identifytrends and opportunities for optimization.
- Generate reportson key performance indicators (KPIs)related to workforcemanagement.
- Present data insights to management to inform decision-making.
- Compliance Management:
- Ensure compliance with labor laws and companypolicies regarding scheduling and overtime.
- Monitor employeetime and attendance to prevent violations.

Shift Timing : 4:30 PM to 4:30 PM (IST- 9 Hours)

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