Job Family :

GIC Process (India)

Travel Required :

None

Clearance Required :

None

What You Will Do

The Workforce Management (WFM) Analyst is responsible for managing workforce planning, forecasting, scheduling, capacity management, and real-time monitoring to ensure optimal staffing levels and operational efficiency. The role works closely with Operations, Recruitment, Training, and Leadership teams to support service delivery, meet client SLAs, and drive productivity improvements.

What You Will Need

Forecasting & Capacity Planning

Analyze historical trends, business drivers, and volume patterns to create accurate workload forecasts.

Develop short-term and long-term staffing plans to support operational requirements.

Perform capacity planning and headcount requirement calculations based on forecasted demand.

Identify staffing gaps and provide recommendations to leadership.

Scheduling & Resource Management

Create and maintain employee schedules to ensure adequate coverage across all shifts.

Optimize staffing utilization while maintaining service level commitments.

Manage schedule adherence, shrinkage, and staffing adjustments.

Support schedule changes based on business demands and volume fluctuations.

Real-Time Management (RTA)

Monitor queue performance, staffing levels, and operational metrics in real time.

Identify service level risks and recommend corrective actions.

Coordinate with Operations teams to manage intraday staffing adjustments.

Track attendance, breaks, overtime, and exception management.

Reporting & Analytics

Generate daily, weekly, and monthly WFM reports.





Analyze key performance indicators (KPIs) such as:

- Service Level
- Productivity
- Occupancy
- Utilization
- Adherence
- Shrinkage
- Average Handling Time (AHT)
- Turnaround Time (TAT)

Present workforce insights and recommendations to leadership teams.

Stakeholder Management

Partner with Operations leaders to understand business requirements and staffing needs.

Collaborate with Recruitment and Training teams on hiring and onboarding plans.

Support client reviews by providing workforce data and insights.

Participate in governance meetings and workforce planning discussions.

Continuous Improvement

Identify opportunities to improve forecasting accuracy and scheduling efficiency.

Support automation initiatives, workforce optimization projects, and process improvements.

Ensure compliance with workforce planning standards and reporting requirements

What Would Be Nice To Have

Technical Skills

Advanced Microsoft Excel (Pivot Tables, Lookup Functions, Power Query, Dashboards).

Strong analytical and reporting skills.

Experience with workforce management tools

Knowledge of forecasting and staffing methodologies.

Analytical Skills

Solid numerical and problem-solving abilities.

Ability to analyze trends and provide actionable recommendations.

Attention to detail with high accuracy.

Communication Skills

Excellent verbal and written communication.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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