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