Sr. Analyst- WFM

Expertise and responsibilities associated with this position.

- Communicate to stakeholders on performance and challenges i.e., providing direction, guidelines, performance update to hit service level/abandon% goals and making suggestions for corrections to any issues.
- Manage staffing levels and scheduling to meet campaign requirements.
- Advise on performance issues impacting service levels/abandon% to the operations team in a timely manner.
- Develops schedules for all channels that effectively deliver staffing levels that consistently achieve service level commitments.
- Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
- Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other activities.
- Analyze intraday arrival patterns and create schedules to ensure that SLAs are met.
- Manage the daily/intraday performance reports and update status to leadership.




- Manage daily and intraday schedule adherence and in-office shrinkages.
- Analyze past call volume, interval arrival patterns and staffing patterns.
- Re-allocate and balance staffing between inbound volume, outbound and chat channels (if needed)
- Communicating any real impacts (CSO, outages, influxes in volume, vendor issues)

Qualification & Skill Required
- 5+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
- Proficiency in Microsoft Excel- Pivot Tables- Dashboard, preferably VBA
- Ability to work independently, multi-task and meet deadlines
- Analytical interpretation of data
- Must be able to work with all levels of the organization in capturing, managing and communicating metrics
- Excellent written and verbal communication skills
- Bachelor's Degree holder (or equivalent experience)

📌 Sr Analyst - WFM (Noida)
🏢 DIN Engineering Services (DIN)
📍 Noida