Workforce Management Analyst

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers' compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients' business success with extraordinary HR.

Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So, if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody's perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.

Job Summary

The Workforce Management Analyst will be responsible for forecasting, scheduling, and real-time monitoring to support the Customer Success and Operations teams in India. This role ensures optimal staffing levels to meet service level agreements (SLAs) for global clients, particularly in the US market. The analyst will work closely with operations leaders to provide actionable insights and support workforce planning initiatives.

Key Responsibilities

• Collect and analyze historical contact volume and handle time data
• Develop long-term, mid-term, and short-term forecasts for workload and staffing
• Create and maintain agent schedules to meet service level goals
• Monitor real-time performance and make intraday adjustments
• Collaborate with operations to understand business drivers and trends
• Maintain accuracy of WFM systems and update assumptions regularly
• Generate reports and dashboards to communicate performance metrics
• Support hiring and capacity planning decisions with data-driven insights
• Participate in continuous improvement initiatives and cross-functional projects
• Bachelor's degree or equivalent experience required

Qualifications

Education

• Bachelor's degree or equivalent experience required

Experience

• 3+ years of experience in Workforce Management within a contact center environment
• Experience with WFM tools such as NICE, Verint, or equivalent
• Familiarity with US business operations and customer service standards preferred

Skills & Competencies

• Strong analytical and forecasting skills
• Proficiency in Microsoft Excel and reporting tools
• Ability to interpret data and provide actionable recommendations
• Excellent communication and collaboration skills
• Experience with real-time monitoring and schedule adherence
• Ability to work in a fast-paced, dynamic environment
• Knowledge of contact center metrics and KPIs

Work Environment

• Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
• This position is 100% in office.

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact  to request such an accommodation.