Workforce Management Analyst

2 days ago

Chennai TN IN Gainwell Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Workforce Management Analyst

Workforce Management

Location - Remote India

Timing - Shift Timings - US Time (9 hours shift between 4:30 OM to 1:30 AM(IST))

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-time adherence, analyzing performance data, and ensuring compliance with labor laws, all while optimizing productivity and service levels within the team they manage.

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 staffing plans based on forecasted demand and business goals.

• Adjust staffing levels based on real-time fluctuations in demand.

• Scheduling and Allocation:

• Create employee schedules that align with forecasted demand and labor constraints.

• Optimize shift patterns to maximize efficiency and minimize costs.

• Manage employee time off requests and ensure adequate coverage during peak periods.

• Performance Monitoring and Coaching:

• Monitor real-time adherence to schedules and performance metrics.

• Identify areas for improvement and provide coaching to employees.

• Conduct performance reviews and provide feedback.

• Data Analysis and Reporting:

• Analyze workforce data to identify trends and opportunities for optimization.

• Generate reports on key performance indicators (KPIs) related to workforce management.

• Present data insights to management to inform decision-making.

• Compliance Management:

• Ensure compliance with labor laws and company policies regarding scheduling and overtime.

• Monitor employee time and attendance to prevent violations.

Experience LevelMid Level

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