Role: WFM - Analyst

Job purpose:

To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

Key areas of responsibility:

- Forecasting and capacity modeling
- Analysis of historic trends to predict future volumes
- Create capacity plan and review the same on an agreed frequency i.e. Actual v/s projected capacity
- Ensures that all reports originating from the team are accurate, relevant and reliable
- Complete root cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
- Resource Management including accurately tracking all/any movement of headcount (attrition, new recruits)
- Ensuring that all headcount databases are accurate and aligned
- Work closely with the operations team to analyze and help improve their delivery processes
- Assist with projects and other duties as requested or assigned

Qualification:

- A graduate

Experience Required:





- Min 2 yrs experience in WFM team with experience in trend analysis
- Spread sheets with formula application and/or database software (Excel, Access)
- Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software – preferred though not mandatory.
- Advanced MS Office

Soft skills / Competencies:

- Ability to take initiative
- Flexible team player with a positive attitude
- Must have positive time management with the ability to work with minimal supervision and under tight timelines
- Capable of managing multiple, simultaneous projects
- Must be friendly and professional with a positive attitude
- Organized with the ability to quickly and effectively adapt to change
- Able to communicate professionally - oral and written
- Problem solving skills

Working days

- Monday to Friday

📌 WFM Analyst (Mumbai)
🏢 Gallagher Service Center
📍 Mumbai