Role Summary
We are looking for a Workforce & Real-Time Analyst with experience in forecasting, scheduling, capacity planning, real-time monitoring, and workforce reporting.

Key Responsibilities
Prepare workforce forecasts, staffing plans, and employee schedules
Monitor queues, service levels, staffing, and agent adherence in real time
Manage call volumes, absenteeism, shrinkage, occupancy, and productivity
Identify staffing gaps and take immediate corrective actions
Coordinate schedule changes, shift movements, overtime, and offline activities
Prepare daily, weekly, and monthly workforce reports
Work closely with operations, HR, recruitment, and training teams

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Requirements
3–6 years of experience in workforce management or real-time analysis
Solid knowledge of forecasting, scheduling, capacity planning, and queue management
Advanced Excel skills
Experience with NICE, Verint, Genesys, Aspect, or similar WFM tools
Strong analytical, communication, and problem-solving skills.

📌 Workforce Management Analyst (Chennai)
🏢 HCLTech
📍 Chennai