Job Description

Role Overview
The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, capacity planning, and workforce optimization to ensure Service Level Agreements (SLAs), operational efficiency, and cost targets are achieved across all Lines of Business (LOBs), channels, and sites.
This role supports business decision-making through advanced analytics, performance reporting, and executive dashboards using Power BI, MS Excel, MS Access, and presentation-ready insights. The WFM Analyst plays a key role in driving workforce productivity, operational stability, and continuous improvement within contact center operations.
Key Duties & Responsibilities
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 MS Access (database/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
Company provided visa and health insurance

Skills Required