Job Title: Workforce Management (WFM) Analyst
Location: Panchkula (Work from Office)
Shift: Night Shift
Experience: 3+ Years
Employment Type: Full-Time

Job Summary

We are looking for a detail-oriented Workforce Management (WFM) Analyst with 3+ years of experience in workforce planning, scheduling, forecasting, and real-time monitoring. The ideal candidate will ensure optimal staffing levels, improve operational efficiency, and support business objectives through effective workforce management.

Key Responsibilities

- Prepare workforce forecasts based on business demand and historical trends.
- Create and manage employee schedules to ensure adequate staffing.
- Monitor real-time adherence and take corrective actions to maintain service levels.
- Analyze staffing requirements, productivity, and workforce utilization.
- Generate daily, weekly, and monthly WFM reports and dashboards.
- Track key operational metrics such as SLA, AHT, Occupancy, Shrinkage, and Schedule Adherence.
- Coordinate with operations teams to address staffing gaps and optimize workforce performance.




- Identify opportunities to improve scheduling accuracy and operational efficiency.

Required Skills

- 3+ years of experience in Workforce Management (WFM), Resource Planning, or Scheduling.
- Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.
- Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas).
- Experience with WFM tools such as Verint, NICE IEX, Genesys, Calabrio, Aspect, or similar platforms.
- Robust analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, 24/7 operations environment.
- Willingness to work in the Night Shift.

Preferred Skills

- Experience in BPO, Contact Center, Customer Support, Logistics, or Shared Services environments.
- Knowledge of Power BI or other reporting tools is an added advantage.

Application Question(s):

- Current CTC
- Expected CTC
- Currently serving notice period(Yes/ No) and mention the last working day?
- Available for Face to Face round?

Shift availability:

- Night Shift (Required)

Work Location: In person

📌 Workforce Management (WFM) Analyst (India)
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