Workforce Management Analyst

🚀 We're Hiring | Workforce Management (WFM)
Join our growing team! We are looking for experienced Workforce Management professionals for the following roles:
Apply through the link below:
Hiring WFM Professionals for Noida Location – Fill out form
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✅ Analyst - Real Time Analyst (RTA)
✅ Assistant Manager - Workforce Management (WFM)
If you have a passion for workforce planning, forecasting, scheduling, real-time operations, and driving business performance, we'd love to connect with you.
Key Responsibilities
For Analyst - RTA
Monitor real-time performance metrics including SLA, AHT, Occupancy, Adherence, Queue Depth, and Shrinkage.
Manage intraday activities by adjusting schedules, breaks, and offline activities.
Identify service level risks and implement corrective actions proactively.
Coordinate with Operations and WFM teams on real-time staffing decisions.
Publish intraday reports and performance updates.
Track attendance, adherence, and productivity metrics.
For Assistant Manager - WFM
Manage end-to-end Workforce Management functions including Forecasting, Scheduling, Capacity Planning, and Real-Time Management.
Develop short, medium, and long-term forecasts using statistical models and historical trends.
Drive staffing, hiring, overtime planning, and resource optimization across Voice and Non-Voice operations.
Improve forecast accuracy and workforce efficiency through continuous analysis.
Lead WFM teams and collaborate with business stakeholders and clients.
Manage capacity planning, reporting, invoicing, and governance activities.
Analyze trends in AHT, Shrinkage, and workload patterns to improve operational performance.
Required Skills
✔ Strong knowledge of WFM metrics such as SLA, AHT, Occupancy, Adherence, and Shrinkage
✔ Experience in Forecasting, Scheduling, Capacity Planning, and Real-Time Management
✔ Advanced MS Excel skills (VBA knowledge preferred)
✔ Hands-on experience with WFM tools such as NICE, IEX, Aspect, Genesys, or similar platforms
✔ Strong analytical, reporting, and problem-solving abilities
✔ Excellent communication and stakeholder management skills
✔ Experience in BPO / Contact Center environment preferred
Experience
📌 Analyst (RTA): 2-5 Years
📌 Assistant Manager (WFM): 5+ Years
What We're Looking For
Professionals who can thrive in a fast-paced environment.
Strong decision-makers with a data-driven mindset.
Individuals passionate about operational excellence and workforce optimization.

Work arrangement
No