Workforce Management Analyst

8 hours ago

Mumbai, Maharashtra, India Teleperformance Global Services Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Job Title: WFM RTA

Grade : II

Location: Mumbai Malad / Work from Office

Department: WFM

Salary: Market standards, based on current CTC

Reports To: WFM Team Leader

Job Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality.

Key Responsibilities:

  1. Real-Time Monitoring:

Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability.

Track and report on adherence, occupancy, and other performance indicators throughout the day.

Expertise in CMS Avaya, Verint/IEX WFM Tool

  1. Schedule Adjustments:

Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage.

Communicate schedule changes and adjustments to relevant team members and departments.

  1. Issue Resolution:

Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours.

Coordinate with supervisors and managers to address any staffing gaps or performance concerns.

  1. Data Analysis and Reporting:

Analyze real-time data to identify trends or potential issues impacting service levels and operational performance.

Provide real-time and end-of-day reports on performance metrics, including adherence, service levels, and any anomalies.

  1. Collaboration and Communication:

Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination.

Communicate effectively with agents and supervisors regarding schedule changes, adherence issues, and performance expectations.

  1. Process Improvement:

Identify opportunities for process improvements in real-time monitoring and response.

Suggest and implement strategies to enhance real-time management practices and overall operational efficiency.

  • Workforce Management Analyst, CEX Operations

    7 days ago

    Mumbai, Maharashtra, India Global Industrial Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Global Industrial For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We...

  • Workforce Management Analyst, CEX Operations

    4 days ago

    Mumbai, Maharashtra, India Global Industrial Company Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Global IndustrialFor over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are...

  • Manager, Contingent Workforce Management Office

    2 days ago

    Mumbai, Maharashtra, India GXO Logistics, Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Context & Job PurposeWe are seeking a strategic and innovative Manager for our Contingent Workforce Management Office to lead the team in India as SME of Fieldglass system, Monitoring contingent workforce data and KPIs to proactively identify and recommend opportunities for improvement and serving as point of escalation for complex contingent worker...

  • Client Engagement Manager

    3 weeks ago

    Mumbai, Maharashtra, India Maven Workforce Inc. Full time

    Job Title: Client Engagement ManagerLocation: Noida (Work from Office – 5 Days)Experience: 5–10 Years Company: Maven Workforce (Staffing & Recruitment Solutions)About Maven WorkforceMaven Workforce is a leading staffing and recruitment solutions provider, empowering organizations with the right talent and workforce strategies. We specialize in building...

  • Lead - Workforce Management

    4 weeks ago

    Mumbai, Maharashtra, India IndiHire Full time

    Location: Mumbai & HyderabadWhat You'll be doing:- Demonstrate extensive knowledge of Workforce Management (WFM) methodologies with a strong focus on staff planning, scheduling, and stakeholder management.- Create, develop, and maintain detailed capacity plans with volume projections and key business assumptions.- Analyse historical volumes and create...

  • Lead - Workforce Management

    4 weeks ago

    Mumbai, Maharashtra, India IndiHire Full time

    Location: Mumbai & Hyderabad What You'll be doing: Demonstrate extensive knowledge of Workforce Management (WFM) methodologies with a strong focus on staff planning, scheduling, and stakeholder management. Create, develop, and maintain detailed capacity plans with volume projections and key business assumptions. Analyse historical volumes and create...

  • Lead - Workforce Management

    4 weeks ago

    Mumbai, Maharashtra, India IndiHire Full time

    Location: Mumbai & HyderabadWhat You'll be doing:Demonstrate extensive knowledge of Workforce Management (WFM) methodologies with a strong focus on staff planning, scheduling, and stakeholder management.Create, develop, and maintain detailed capacity plans with volume projections and key business assumptions.Analyse historical volumes and create long-term...

  • Lead - Workforce Management

    4 days ago

    Mumbai, Maharashtra, India IndiHire Full time ₹ 8,00,000 - ₹ 25,00,000 per year

    Location: Mumbai & HyderabadWhat You'll be doing:Demonstrate extensive knowledge of Workforce Management (WFM) methodologies with a strong focus on staff planning, scheduling, and stakeholder management.Create, develop, and maintain detailed capacity plans with volume projections and key business assumptions.Analyse historical volumes and create long-term...

  • Wealth Management Analyst

    4 weeks ago

    Mumbai, Maharashtra, India Neo Wealth and Asset Management Full time

    We're Hiring: Analyst | Neo Wealth and Asset ManagementAre you passionate about finance, analytical by nature, and excited to work across public markets, private deals, and high-value client portfolios?Neo Group is looking for Analysts to join our high-performing teams in Wealth ManagementRole: Portfolio Analyst Location: Mumbai Experience: 2-4 years...

  • Workforce Sr Specialist Ii

    3 weeks ago

    Mumbai, Maharashtra, India JPMorgan Chase Full time

    The Workforce Senior Specialist II is a part of the Real-Time Adherence team within Workforce Planning is responsible for the real-time monitoring and day-to-day service levels for multiple lines of business under Consumer Community Banking Job Responsibilities Entering and reporting schedule and exception activity providing management with performance...