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
Adaptable 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 skilled 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