Workforce Management Analyst

5 days ago

Hyderabad, Telangana, India 3ghrservices Full time ₹ 3,00,000 - ₹ 5,00,000 per year

Greetings from 3GHR Services

We are Hiring for "Workforce Management Analyst"

Role: Workforce Management Analyst - (BPO/KPO)

Experience: 1+ Yrs

Qualification: Graduation

Salary: Upto 5.0 LPA

Location: Uppal, Hyderabad

5 Days Working, Night Shifts

2 Way Cab Provided

Job Summary

The Workforce Management (WFM) Analyst – Inbound Operations is responsible for ensuring that staffing levels and schedules are optimized to meet service level and productivity goals. This role focuses on forecasting, scheduling, real-time management, and performance reporting to support efficient call centre operations.

Key Responsibilities

1. Forecasting & Capacity Planning

Analyze historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs.

  • Develop short-term, mid-term, and long-term capacity plans in line with business growth and seasonal variations.
  • Maintain and update headcount and capacity plans in coordination with Operations and HR.
  • 2. Scheduling
  • Create and maintain optimal agent schedules ensuring adequate coverage across shifts, queues, and skill types.
  • Factor in planned shrinkage (leaves, training, meetings) while maintaining service level targets.
  • Manage shift swaps, overtime, and time-off requests balancing operational efficiency and employee needs.

3. Real-Time Management (RTM)4. Reporting & Analytics5. Stakeholder CollaborationSkills & Qualifications

  • Monitor inbound queues, agent adherence, and service levels throughout the day.
  • Take proactive intraday actions to correct staffing gaps (e.g., adjust breaks, reassign agents, or approve overtime).
  • Communicate real-time performance trends and SLA risks to Operations and Leadership.
  • Prepare and publish daily, weekly, and monthly reports covering service levels, forecast accuracy, and occupancy.
  • Conduct variance analysis between forecasted and actual metrics to identify improvement opportunities.
  • Provide insights to enhance forecast precision and optimize workforce utilization.
  • Partner with Operations, Training, and HR to ensure alignment between staffing plans and business goals.
  • Contribute data-driven recommendations during business reviews and performance discussions.
  • Graduate degree in any discipline.
  • 1–5 years of experience in Workforce Management for inbound contact centre operations(Customer Service / Technical Support).
  • Strong understanding of call centre metrics – SLA, AHT, Occupancy, Adherence, and Shrinkage.
  • Hands-on experience with WFM tools (e.g., NICE IEX, Verint, or similar).
  • Advanced proficiency in MS Excel (Pivot Tables, Lookups, Formulas, Dashboards).
  • Excellent analytical, problem-solving, and communication skills.

Job Type: Full-time

Pay: ₹300, ₹500,000.00 per year

Work Location: In person

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