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:
o Service Level
o Productivity
o Occupancy
o Utilization
o Adherence
o Shrinkage
o Average Handling Time (AHT)
o Turnaround Time (TAT)
Present workforce insights and recommendations to leadership teams.
Stakeholder Management
· Partner with Operations leaders to understand business requirements and staffing needs.
· Co

📌 Manager (Chennai)
🏢 Guidehouse
📍 Chennai