Supervisor, WFM Analyst

2 days ago

Bengaluru, Karnataka, India Herbalife Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Overview

The Role

We are seeking a highly skilled and experienced Supervisor, WFM Analyst to join our customer service organization. This is an individual contributor role that requires hands-on expertise in Workforce Planning, Real-Time Consistency, Scheduling, and MIS Reporting. The ideal candidate will bring a deep understanding of WFM operations across voice and non-voice processes, with deep technical proficiency in Genesys WFM, Power BI, and SQL. This position offers an opportunity to make a significant impact in a high-performance environment that values operational excellence, collaboration, and innovation.

Key Responsibilities

Forecasting, Planning & Scheduling

  • Develop short-term and long-term volume and staffing forecasts based on historical data, seasonal trends, and business inputs
  • Build and manage optimized schedules using Genesys WFM (Cloud or Engage) to support operational performance targets
  • Support shift bids, capacity planning, leave management, and schedule adjustments based on business priorities
  • Collaborate with operations and training teams to align staffing plans with service delivery requirements

Real-Time Alignment

  • Monitor live queue status and agent consistency in real time to ensure service levels are met
  • Communicate deviations, risks, and recommended actions to operations teams during intraday intervals
  • Implement intraday reforecasting and dynamic schedule changes in response to volume fluctuations

MIS & Reporting

  • Generate and publish daily, weekly, and monthly performance reports and dashboards using Power BI
  • Use SQL to extract, clean, and analyze operational data from relevant databases
  • Deliver actionable insights to support operational decisions and continuous improvement initiatives

Stakeholder Collaboration

  • Act as the WFM domain expert across multiple business functions including operations, training, quality, and HR
  • Participate in multi-functional meetings to provide data-driven recommendations and planning support
  • Support automation, standardization, and process enhancement initiatives within the WFM function

Required Skills & Qualifications

  • Minimum 8 years of experience in Workforce Management within a contact center environment (voice and non-voice)
  • Strong hands-on experience in Genesys WFM (scheduling, forecasting, and real-time monitoring)
  • Proficiency in Power BI for creating dashboards, reports, and visualizations
  • Solid command of SQL for data extraction, manipulation, and analysis
  • In-depth understanding of WFM KPIs and contact center metrics such as SLA, AHT, occupancy, shrinkage, and forecast accuracy
  • Good communication and team member management skills
  • Ability to work independently and handle multiple responsibilities with a high degree of accuracy

What We Offer

  • A professional and collaborative work environment with a solid focus on employee well-being and development
  • Opportunities to lead critical functions and add strategic value as an individual contributor
  • Exposure to modern WFM tools and analytics platforms in a customer-focused operations setup

A role that offers both ownership and impact, with opportunities for career growth and recognition

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