Job Title: Workforce Management (WFM) Analyst / Lead


Job Summary


The Workforce Management skilled is responsible for forecasting, capacity planning, scheduling, and real -time management to ensure optimal resource utilization while meeting service level agreements (SLAs).

Key Responsibilities


- Prepare short -term and long -term forecasts based on historical data, trends, and business inputs

- Perform capacity planning to meet volume, AHT, shrinkage, and SLA targets

- Create and manage agent schedules, shift plans, and roster optimization

- Monitor real -time performance and take corrective actions to manage adherence

- Analyze schedule adherence, absenteeism, and shrinkage

- Support intraday management: call -outs, volume spikes, and staffing gaps

- Partner with Operations, Training, and HR for hiring and ramp plans

- Prepare and present daily, weekly, and monthly WFM reports

- Drive continuous improvement in productivity and utilization

- Ensure compliance with internal policies and client requirements

Required Skills & Competencies





- Strong knowledge of Forecasting, Scheduling, Capacity Planning, and RTA

- Hands -on experience with WFM tools (IEX, NICE, Verint, Aspect, or similar)

- Excellent analytical and problem -solving skills

- Advanced knowledge of MS Excel (pivot tables, formulas, dashboards)

- Strong stakeholder management and communication skills

- Ability to work in 24/7 environments and fast -paced operations

Experience & Qualification

- 2–8 years of experience in Workforce Management (depending on role level)

- Experience in BPO / Contact Center / GCC / Shared Services preferred

- Graduate in any discipline (MBA/Operations preferred for Lead roles)

Role Levels (Optional to mention)

- WFM Executive / Analyst – Forecasting, scheduling, reporting

- WFM Lead – Planning ownership, intraday decisions, stakeholder management

- WFM Manager – Strategy, hiring plans, cost optimization, governance