 
						Workforce Management Analyst
2 days ago
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.
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