Analyst - WFM

Duties & Responsibilities:

• Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership
• Drive real time management performance for In-house contact centers and Vendors.
• Drive skilling and priority changes for In-house contact centers and Vendors.
• Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
• Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
• Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
• Ability to conduct root cause analysis and provide operational actions.
• Publish intraday reports and attendance at regular intervals.
• Recommend overtime requirements.
• Provide ad-hoc data and analysis requests and regular reporting.
• Work extensively on worksheets.

Requirements

• Minimum 4+ plus years of experience as a Workforce Management (WFM) Analyst
• Excellent written and verbal communication.
• Strong interpersonal skills to facilitate cross geographic interaction.
• Proficient in using MS Office applications (MS-word, Excel) & Google Sheets. Good analytical skills.
• Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
• Possesses good business acumen
• Education Qualification: Graduate in any stream #LI-SB1 #LI-Onsite

Benefits

• What’s in it for You?
• Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance.
• Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
• Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
• Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us!
• Performance-Based Incentives: Earn more when you deliver more. Your hard work pays off—literally.
• Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.

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