Analyst - Workforce Management

5 days ago

Secunderabad, Telangana, India Globallogic Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Description:

GlobalLogic seeking an experienced Workforce Management Analyst to drive capacity planning, forecasting, and workforce optimization for our operations. The ideal candidate will have a strong analytical background, excellent problem-solving skills, and hands-on experience in managing large-scale, operations-driven environments such as BPOs or contact centers.

Requirements:

  • 1+ years of experience in Workforce Management with focus on capacity planning
  • Prior experience in BPOs, contact centers, or similar large-scale operations-driven environments preferred
  • Advanced Excel skills (pivot tables, VLOOKUP, formulas, charts). Experience with BI tools such as Power BI or Tableau is a plus.
  • Basic SQL knowledge is an advantage. Strong numerical, analytical, and problem-solving skills.
  • Ability to translate complex data into actionable insights and recommendations.
  • Understanding of key WFM metrics: AHT, SL, Occupancy, Shrinkage, FTE, Attrition, etc.
  • Excellent communication skills to coordinate with cross-functional teams and present findings
  • Detail-oriented with strong organizational skills. Ability to manage competing priorities and work under pressure. Proactive, self-motivated, and results-driven
  • Must possess any graduation degree (Must have Provisional Certificate & Consolidated Marks Memo)
  • Must be willing to work from office & in rotational shifts (5 Working Days & 2 Week Offs)
  • Must be ready to join immediately

Job Responsibilities:

  • Analyze historical volume trends, seasonal patterns, and business drivers to generate accurate short-term and long-term workload forecasts.
  • Develop capacity plans based on forecasted workload, staffing levels, service level targets, and productivity metrics.
  • Determine optimal staffing levels to meet service levels, occupancy targets, and operational efficiency, and create hiring plans, shrinkage models, and headcount reports to support business goals.
  • Monitor actual performance versus forecasts, identify variances, and generate reports and dashboards to track forecast accuracy, headcount utilization, and workforce KPIs.
  • Run simulations to evaluate the impact of changes in volume, staffing, or productivity on SLAs and costs, and provide recommendations for peak period management, overtime, or outsourcing strategies.
  • Work closely with operations, HR, recruitment, training, and finance teams to ensure alignment of capacity plans with business objectives.
  • Present insights, assumptions, and recommendations clearly to stakeholders.
  • Utilize WFM tools and analytical software such as Excel, Power BI, and SQL for planning and reporting.
  • Continuously refine planning models and processes for improved accuracy and efficiency, and support automation initiatives to reduce manual effort in workforce planning.

What We Offer:

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants

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