Workforce Management Analyst

Year    TS, IN, India

Job Description

Greetings from

3GHR Services!!



We are Hiring for

"Workforce Management Analyst"



Role:

Workforce Management Analyst - (BPO/KPO)

Experience:

1+ Yrs

Qualification:

Graduation

Salary:

Upto 5.0 LPA

Location:

Uppal, Hyderabad

5 Days Working, Night Shifts


2 Way Cab Provided



Job Summary


The Workforce Management (WFM) Analyst - Inbound Operations is responsible for ensuring that staffing levels and schedules are optimized to meet service level and productivity goals. This role focuses on forecasting, scheduling, real-time management, and performance reporting to support efficient call centre operations.

Key Responsibilities


1. Forecasting & Capacity Planning


Analyze historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs.



Develop short-term, mid-term, and long-term capacity plans in line with business growth and seasonal variations. Maintain and update headcount and capacity plans in coordination with Operations and HR.

2. Scheduling

Create and maintain optimal agent schedules ensuring adequate coverage across shifts, queues, and skill types. Factor in planned shrinkage (leaves, training, meetings) while maintaining service level targets. Manage shift swaps, overtime, and time-off requests balancing operational efficiency and employee needs.

3. Real-Time Management (RTM)4. Reporting & Analytics5. Stakeholder CollaborationSkills & Qualifications



Monitor inbound queues, agent adherence, and service levels throughout the day. Take proactive intraday actions to correct staffing gaps (e.g., adjust breaks, reassign agents, or approve overtime). Communicate real-time performance trends and SLA risks to Operations and Leadership. Prepare and publish daily, weekly, and monthly reports covering service levels, forecast accuracy, and occupancy. Conduct variance analysis between forecasted and actual metrics to identify improvement opportunities. Provide insights to enhance forecast precision and optimize workforce utilization. Partner with Operations, Training, and HR to ensure alignment between staffing plans and business goals. Contribute data-driven recommendations during business reviews and performance discussions. Graduate degree in any discipline. 1-5 years of experience in Workforce Management for inbound contact centre operations(Customer Service / Technical Support). Strong understanding of call centre metrics - SLA, AHT, Occupancy, Adherence, and Shrinkage. Hands-on experience with WFM tools (e.g., NICE IEX, Verint, or similar). Advanced proficiency in MS Excel (Pivot Tables, Lookups, Formulas, Dashboards). Excellent analytical, problem-solving, and communication skills.
Job Type: Full-time

Pay: ₹300,000.00 - ₹500,000.00 per year

Work Location: In person

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Job Detail

  • Job Id
    JD4471682
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    TS, IN, India
  • Education
    Not mentioned
  • Experience
    Year