Workforce Management Specialist

12 hours ago


Kolkata, West Bengal, India The HIRD Full time ₹ 6,00,000 - ₹ 7,50,000 per year

Job Title: Workforce Management (WFM) Analyst

Location:
Kolkata

Role Type:
WFM Analyst

Experience Required:
1–2 years (minimum 1 year in WFM)

Compensation:
Up to 7.5 LPA (30-35% hike on current ctc)

Qualification

  • Graduate degree in any discipline
  • 1–2 years of experience in Workforce Management within the BPO industry

Essential Skills

  • Basic to intermediate understanding of WFM functions such as forecasting, scheduling, and real-time monitoring
  • Ability to analyse data and identify simple trends to support WFM decisions
  • Experience in intraday management, attendance tracking, and SLA adherence monitoring
  • Working knowledge of WFM tools (Genesys, Salesforce, NICE IEX or similar)
  • Good communication skills for coordination with operations teams
  • Strong attention to detail and accuracy in reporting

Good to Have Skills

  • Exposure to Utility/Energy domain
  • Knowledge of reporting tools (Power BI, Tableau) or advanced Excel
  • Basic understanding of automation concepts or VBA/SQL (optional, trainable)

Key Responsibilities

  • Assist in daily, weekly, and monthly forecasting activities by gathering and validating required data
  • Support schedule creation and adjustments to ensure the right staffing coverage across intervals
  • Monitor intraday queues, report deviations, track shrinkage, and help maintain SLA performance
  • Highlight staffing gaps, absenteeism trends, or real-time issues to the operations team
  • Prepare and update routine WFM reports and basic dashboards
  • Coordinate with operations, training, and quality teams for schedule changes, exceptions, and updates
  • Support continuous improvement activities and share observations that can help enhance WFM accuracy and efficiency


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