WFM Analyst

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 What We Offer

  • Transportation allowance (Applicable when working from office)
  • Canteen Subsidy
  • Night Shift allowance as per the process
  • Health Insurance
  • Tuition Reimbursement
  • Incentive components campaign wise
  • Work-Life Balance Initiatives
  • Rewards & Recognition

What You’ll Be Doing

  • To analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
  • Responsible for developing long-term, short-term, and interval-level forecasts as well as capacity plans for multiple contact types based on client input and historical data using spreadsheet templates, statistical modeling software, and other tools.
  • Ensure all required WFA data is tracked and trended on a continuous basis. 
  • Interface with Account Leaders/Director-Operations as needed for escalation of service impacting issues. 
  • Coordinates with the Director of Operations to interface with the client and handle account management issues.
  • To work with Operations to develop processes for vacation and other schedule exceptions that maintains the employee needs/Client requirements balance.
  • Provide staffing requirements, hiring plans, and training plans to the management for multiple accounts, which are complex in nature
  • Explanation of crucial business metrics and their importance to the leaders like – Non-Conformance, Schedule Adherence, etc.
  • Responsible for monitoring schedule adherence variance, daily traffic volumes, headcount analysis, real-time performance
  • Daily MIS Reporting to the management, preparing critical reports such as QBR (Quarterly Business Review), Weekly Client Review, Queue Summary report, Attrition report, Process team Alignment report, Contest reports, process-based performance pay (PBPP) for the process.
  • Maintain the historical volume’s file to ensure data integrity and up to date parameter
  • Generating process performance report on a Daily/weekly/monthly basis to display the performance charts to the internal (operations) & external clients.
  • Publishing the All Hourly / Half Hourly & EOD reports.
  • Real-Time Aux (Working / Non-Working) & Service Level Management as per the business requirement.
  • Launching the downtime in real-time and sharing the Lost Agent Minute Tracker with Higher Management & clients.
  • Monitoring programs for Real-Time Adherence, Schedule Adherence, WorkForce Management Functions.

We Expect You To Have

  • Graduate or equivalent with proficiency in MS Office – Outlook, Word, Excel, and PowerPoint
  • Attention to detail.
  • Drive and ability to deliver excellent customer service to both internal and external customers.
  • Ability to work independently & able to exercise strict confidentiality.
  • Excellent English verbal and written communication
Job Title : WFM Analyst
Department : Workforce Management
Location : Gandhinagar

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