WFM Analyst - Contact Center

Workforce Management (Wfm) Analyst

Service Level Agreements (Slas)

Power BI, MS Excel, MS Access

Workforce Forecasting & Scheduling

• Develop short-term and long-term call volume forecasts using historical trends, seasonality, and business drivers
• Create optimized agent schedules aligned with forecasted demand and service level requirements
• Ensure staffing alignment across multiple LOBs, skill groups, and operational hours
• Manage and optimize WFM systems to improve planning accuracy and scheduling effectiveness

Operational Performance Monitoring

• Monitor intraday performance and provide real-time corrective recommendations
• Analyze

Ahdt (Average Handling & Dialing Time)

• and identify operational improvement opportunities
• Track and report key WFM metrics including SLA, occupancy, shrinkage, adherence, utilization, and productivity

Reporting & Stakeholder Coordination

• Deliver high-quality dashboards, reports, and workforce insights to Operations and Planning leadership
• Prepare executive presentations and performance packs for weekly/monthly business reviews
• Act as a coordination focal point between Operations, WFM Planning, RTM, and outsource partners
• Communicate workforce risks and mitigation plans proactively and effectively

Financial & Budgeting Analysis

• Support budgeting, manpower cost forecasting, and workforce financial planning
• Monitor OPEX impact through productivity improvement initiatives and staffing model optimization
• Evaluate vendor/partner performance against productivity, SLA, and contractual KPIs

Continuous Improvement & Process Excellence

• Identify performance gaps through analytics and recommend corrective actions
• Enhance forecasting models and scheduling accuracy through structured improvements
• Support long-term workforce strategy, planning initiatives, and workforce modeling

Qualifications & Experience

• Bachelors Degree in

Business Administration, Statistics, Mathematics, Operations Management

• , or a related discipline
• **3–5 years**
• of Workforce Management experience in
• contact center / telecom operations
• Proven expertise in forecasting, scheduling, and workforce performance analytics
• Hands-on experience with WFM tools and workforce planning systems

Technical Skills

• **Advanced Power BI**
• (dashboards, DAX, data modeling)
• **Advanced MS Excel**
• (Pivot Tables, Power Query, Macros, forecasting models)
• Working knowledge of

(Database And Reporting)

• Strong PowerPoint skills for executive reporting

Behavioral Competencies

• Strong analytical and strategic thinking capability
• High resilience and ability to work under pressure in a fast-paced environment
• Strong stakeholder management and cross-functional collaboration skills
• Flexibility to work in a
• shift-based environment