Role & responsibilities

• Coordinate staffing allocation and ensure adequate workforce availability to consistently meet established service level agreements (SLAs).

- Monitor real-time adherence using workforce management systems by comparing scheduled versus actual agent states; collaborate with leadership to address deviations.
- Track and manage call flows across multiple queues to maintain optimal staffing levels and service performance.
- Analyze call trends and identify key drivers affecting average handle time (AHT), call volume fluctuations, and overall performance metrics.

• Generate, review, and interpret reports related to call volumes, forecasts, and agent absenteeism to recommend staffing adjustments. • Facilitate real-time communication and decision-making with stakeholders to address operational challenges.

- Manage daily exception requests, including schedule changes, time-offs, and agent skill assignments.
- Respond to escalations and handle ad-hoc operational requests effectively.
- Coordinate and schedule training sessions, meetings, and other off-phone activities without impacting service levels.
- Proactively recommend workforce adjustments such as overtime, voluntary time off (VTO), and training schedules based on trend analysis.




- Support the implementation and integration of new call center tools and technologies.

• Perform additional duties and projects as assigned by management.

Preferred candidate profile

- Customer Focus - Prioritizes both internal and external customer needs, actively seeks feedback, and ensures high service quality standards.
- Adaptability - Demonstrates flexibility in dynamic environments, effectively manages change, and performs well under pressure.
- Communication Skills -Maintains clear, proactive, and effective communication with all stakeholders; ensures transparency in reporting and updates.
- Integrity & Ethics - Upholds solid ethical standards, builds trust through accountability, and consistently delivers on commitments.
- Initiative - Proactively identifies opportunities for process improvements, business growth, and continuous learning.
- Strategic Thinking & Execution - Translates business strategies into actionable plans, drives performance results, and ensures accountability through measurable outcomes.
- Decision-Making & Judgment - Analyzes complex data, evaluates risks, and makes timely and well-informed decisions.
- Team Collaboration - Works effectively with cross-functional teams and contributes to organizational success through cooperation and shared goals.

📌 Workforce Management Analyst Real-Time Real-Time Analyst (Chennai)
🏢 Coforge
📍 Chennai