Workforce Management Analyst

What You ll DoYou will be reporting to the Sr Manager and working from the Pune office full-fledged You will oversee workforce planning real-time monitoring and performance optimization using the WFM tool You will have experience in forecasting scheduling and analytics to ensure efficient staffing and service level achievement What Your Responsibilities Will Be Workforce Planning Schedulingo Develop manage and optimize schedules using the WFM tool o Ensure proper staffing levels to meet business demand o Adjust schedules in response to changing forecasts and operational needs Real-Time Monitoring Intraday Managemento Monitor agent adherence queue activity and service levels in real time o Take proactive steps to mitigate operational risks e g schedule changes reallocation of resources o Communicate intraday updates to stakeholders and recommend adjustments as needed Forecasting Capacity Planningo Analyze historical data and trends to create accurate demand forecasts o Work closely with operations and HR to plan for seasonal or unexpected workload changes o Provide insights on staffing efficiency and optimization opportunities Reporting Analyticso Generate reports on key WFM metrics including forecast accuracy shrinkage and adherence o Use data-driven insights to improve workforce efficiency and performance o Present findings to leadership and provide recommendations for continuous improvement Process Optimization Collaborationo Work cross-functionally with customer support HR and leadership to enhance workforce planning o Identify inefficiencies in workflows and propose solutions for improvement o Support integration and customization of the Assembled WFM tool to align with business needs What You ll Need to be Successful Experience 2 years in workforce management preferably with Assembled WFM or similar tools xc2xb7 Technical Skills Proficiency in workforce planning software Excel Google Sheets and data analytics xc2xb7 Analytical Thinking Ability to interpret data and make data-driven decisions xc2xb7 Communication Strong verbal and written communication for stakeholder collaboration xc2xb7 Problem-Solving Ability to adapt quickly to changing operational needs Experience in customer support call centers or BPO environments xc2xb7 Familiarity with API integrations and automation within WFM tools xc2xb7 Knowledge of workforce forecasting methodologies How We ll Take Care of YouTotal RewardsIn addition to a great compensation package paid time off and paid parental leave many Avalara employees are eligible for bonuses Health Wellness Benefits vary by location but generally include private medical life and disability insurance Inclusive culture and diversity Avalara strongly supports diversity equity and inclusion and is committed to integrating them into our business practices and our organizational culture We also have a total of 8 employee-run resource groups each with senior leadership and exec sponsorship Learn more about our benefits by region here What You Need To Know About AvalaraWere Avalara Were defining the relationship between tax and tech Weve already built an industry-leading cloud compliance platform processing nearly 40 billion customer API calls and over 5 million tax returns a year and this year we became a billion-dollar business Our growth is real and were not slowing down until weve achieved our mission - to be part of every transaction in the world Were bright innovative and disruptive like the orange we love to wear It captures our quirky spirit and optimistic mindset It shows off the culture weve designed that empowers our people to win Ownership and achievement go hand in hand here We instill passion in our people through the trust we place in them Weve been different from day one Join us and your career will be too Were An Equal Opportunity EmployerSupporting diversity and inclusion is a cornerstone of our company xe2x80x94 we dont want people to fit into our culture but to enrich it All qualified candidates will receive consideration for employment without regard to race color creed religion age gender national orientation disability sexual orientation US Veteran status or any other factor protected by law If you require any reasonable adjustments during the recruitment process please let us know