Workforce Management

2 days ago

Panchkula, Haryana, India Webart Softech Full time ₹ 3,60,000 - ₹ 6,00,000 per year

Workforce Management (WFM) Analyst

Job Title: WFM/MIS Analyst

Experience: 2–4 years

Location: Panchkula

We are looking for a detail-oriented and analytical Workforce Management (WFM) Analyst to support forecasting, scheduling, real-time monitoring, and performance reporting for our operations. The ideal candidate should have prior experience in BPO/Operations/WFM and strong communication and analytical skills.

Key Responsibilities

Forecasting & Capacity Planning

  • Analyze call volumes, patterns, and historical trends to create accurate workload forecasts.
  • Assist in manpower planning and staffing requirements.

Scheduling

  • Prepare agent rosters and shift schedules based on business needs.
  • Ensure optimal staffing levels to meet SLA and service goals.

Real-Time Management (RTA)

  • Monitor queues, agent adherence, breaks, and shrinkage in real time.
  • Adjust schedules and assign activities based on live demand.

Reporting & Analytics

  • Generate daily, weekly, and monthly WFM reports.
  • Analyze performance data (AHT, SLA, shrinkage, occupancy) and share action insights with management.

Stakeholder Coordination

  • Collaborate with Operations, HR, Training, and Quality teams for staffing updates.
  • Communicate schedule changes, performance alerts, and forecast deviations to stakeholders.

Required Skills & Qualifications

  • 2–4 years of experience in WFM/MIS (Forecasting / Scheduling / RTA).
  • Good knowledge of WFM tools (e.g., IEX, Verint, Genesys, Avaya, NICE — optional).
  • Strong Excel skills (VLOOKUP, Pivot Tables, Basic Formulas).
  • Strong analytical, problem-solving, and communication skills.
  • Ability to work in a fast-paced and data-driven environment.

Preferred Qualifications

  • Experience in BPO/Call Center/Customer Support environment.
  • Basic understanding of statistical forecasting and MIS.

Job Type: Full-time

Pay: From ₹30,000.00 per month

Work Location: In person

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