Workforce Management Analyst

5 days ago

Hyderabad, Telangana, India TriNet Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. 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. Bachelor's degree or equivalent experience required 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 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 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 Work in a clean, pleasant, and comfortable office work setting.

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