Workforce Management Specialist
12 hours ago
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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