Workforce management analyst

3 days ago

Guntur, India Gainwell Technologies Full time

Greeting From Gainwells Technology:Summary Workforce ManagementA 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 dataExcellent communication and interpersonal skillsProficiency with workforce management softwareUnderstanding of labor laws and compliance requirementsProblem-solving and decision-making abilitiesProficiency with telephony routing solutionsProficiency with Excel and Power BIRole & ResponsibilitiesForecasting 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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