Workforce Management Analyst

14 hours ago

bangalore, India Gainwell Technologies Full time

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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