Job Description

Workforce Management (WFM) Analyst

Job Title:

WFM/MIS Analyst

Experience:

2-4 years

Location:

Panchkula

We are looking for a detail-oriented and analytical

Workforce Management (WFM) Analyst

to support forecasting, scheduling, real-time monitoring, and performance reporting for our operations. The ideal candidate should have prior experience in BPO/Operations/WFM and strong communication and analytical skills.

Key Responsibilities

Forecasting & Capacity Planning

Analyze call volumes, patterns, and historical trends to create accurate workload forecasts. Assist in manpower planning and staffing requirements.

Scheduling

Prepare agent rosters and shift schedules based on business needs. Ensure optimal staffing levels to meet SLA and service goals.

Real-Time Management (RTA)

Monitor queues, agent adherence, breaks, and shrinkage in real time. Adjust schedules and assign activities based on live demand.

Reporting & Analytics

Generate daily, weekly, and monthly WFM reports. Analyze performance data (AHT, SLA, shrinkage, occupancy) and share action insights with management.

Stakeholder Coordination

Collaborate with Operations, HR, Training, and Quality teams for staffing updates. Communicate schedule changes, performance alerts, and forecast deviations to stakeholders.

Required Skills & Qualifications

2-4 years of experience in WFM/MIS (Forecasting / Scheduling / RTA). Good knowledge of WFM tools (e.g., IEX, Verint, Genesys, Avaya, NICE -- optional). Strong Excel skills (VLOOKUP, Pivot Tables, Basic Formulas). Strong analytical, problem-solving, and communication skills. Ability to work in a fast-paced and data-driven environment.

Preferred Qualifications

Experience in BPO/Call Center/Customer Support environment. Basic understanding of statistical forecasting and MIS.
Job Type: Full-time

Pay: From ?30,000.00 per month

Work Location: In person