We Are Hiring – Workforce Management (WFM) Analyst / Resource Coordinator

Job Summary

We are looking for a detail-oriented and analytical Workforce Management (WFM) Analyst / Resource Coordinator to join our team. The ideal candidate will be responsible for workforce planning, scheduling real-time monitoring and reporting to ensure service level targets are achieved while maximizing operational efficiency.

This is an excellent chance for candidates with BPO workforce management experience who are looking to grow their career in a dynamic and fast-paced environment.

Key Responsibilities

- Create, maintain and optimize workforce schedules to meet business requirements and service level agreements (SLAs).
- Monitor real-time operations and make staffing adjustments based on call volumes and business needs.
- Prepare and share daily, weekly, and monthly workforce performance reports.
- Coordinate with Operations Managers and Team Leaders for resource planning, shift allocation, and schedule changes.
- Analyze workforce data and recommend process improvements to enhance productivity and efficiency.
- Monitor and manage key performance metrics, including AHT, shrinkage, occupancy, schedule adherence and service levels.
- Identify staffing gaps and recommend corrective actions.
- Act as the primary point of contact for workforce-related communication and operational updates.
- Support workforce planning initiatives and ensure accurate reporting.





Eligibility Criteria

- Minimum 1 year of Workforce Management (WFM) experience, preferably in a BPO or contact centre environment.
- HSC or Graduate (Any Stream).
- Hands-on knowledge of WFM tools such as NICE, Verint, Genesys or similar platforms.
- Knowledge of CRM systems
- Microsoft Office (Excel, Word, PowerPoint)
- Strong analytical, problem-solving, and organizational skills.
- Good communication, coordination, and multitasking abilities.
- Proficiency in Microsoft Excel and reporting tools is an added advantage.

What We Offer

- Health Insurance
- Career growth opportunities in the Workforce Management domain
- Professional and collaborative work environment
- Learning and development opportunities

Apply Now

Interested candidates can call or WhatsApp us for more details: +91-XXXXXXXXXX /

95949 87880

Work Location: Kisan Nagar Road No. 16, Wagle Estate, Thane West

Join us and build a rewarding career in Workforce Management with a growing organization!

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Health insurance

Experience:

- Workforce Management (WFM): 1 year (Required)
- Real-Time Queue Management (RTA): 1 year (Required)
- Data Analysis & Reporting: 1 year (Required)

Language:

- Positive English (Required)

Location:

- Thane, Maharashtra (Thane, Thane District) (Preferred)

Work Location: In person

📌 Workforce Management (WFM) Analyst / Resource Coordinator (India)
🏢 Mihir Infinite Services
📍 India