WFM Analyst

Gratitude Inc

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1 week ago

WFM Analyst

2-5 Year(s)

50 - 65 Thousand p.m

Hyderabad

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Job Description

Key Skills

Stakeholder Management WFM tools SLA Requirements good communication skills Problem-Solving Skills Proficiency in MS Excel (VLOOKUP, Pivot Tables preferred)

40 candidate(s) have already applied for this Job. Apply now

Role/Skill: WFM Analyst

Location: Hyderabad
Experience: 2.1 to 5 years
Band: BPO 2
Salary: 6–7 LPA

Key Responsibilities

Manage workforce planning activities including forecasting, scheduling, and capacity planning based on business requirements
Prepare short-term and long-term staffing forecasts using historical trends, business projections, and operational inputs
Create and maintain agent schedules to ensure adequate staffing coverage across shifts
Monitor real-time adherence (RTA) and track schedule compliance to meet service level targets
Analyze call volume trends, shrinkage, occupancy, and staffing gaps to support operational efficiency
Coordinate with operations teams to manage intraday staffing adjustments and schedule changes
Generate workforce management reports, dashboards, and MIS for leadership review
Ensure service levels, productivity, utilization, and SLA metrics are consistently achieved
Identify workforce-related risks and recommend process improvements to optimize resource utilization
Support leave planning, roster management, and queue balancing activities
Work closely with operations, HR, and recruitment teams for hiring and ramp planning requirements
Maintain data accuracy within WFM tools and reporting systems

Required Skills & Qualifications

2.1 to 5 years of experience in Workforce Management within an International BPO environment
Hands-on experience in forecasting, scheduling, capacity planning, and real-time management
Good understanding of WFM metrics such as SLA, AHT, shrinkage, occupancy, utilization, and adherence
Proficiency in MS Excel including formulas, pivot tables, charts, and reporting functions
Experience working with WFM tools such as IEX, Aspect, Verint, NICE, or similar platforms is preferred
Strong analytical and problem-solving skills
Good communication and stakeholder management abilities
Ability to work in rotational shifts and fast-paced environments

Important Notes

Ex-TCS employees cannot apply
PAN and DOB are required for profile creation

Questionnaire Link

https://myglit.com/lateral/cref/aedd46b4b2

Note: Filling out this questionnaire form is mandatory for the further recruitment process.

Role

WFM

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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