? We're Hiring | Workforce Management (WFM)

Join our growing team! We are looking for experienced Workforce Management professionals for the following roles:

Apply through the link below:

Hiring WFM Professionals for Noida Location – Fill out form

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✅ Analyst - Real Time Analyst (RTA)

✅ Assistant Manager - Workforce Management (WFM)

If you have a passion for workforce planning, forecasting, scheduling, real-time operations, and driving business performance, we'd love to connect with you.

Key Responsibilities For Analyst - RTA

- Monitor real-time performance metrics including SLA, AHT, Occupancy, Adherence, Queue Depth, and Shrinkage.
- Manage intraday activities by adjusting schedules, breaks, and offline activities.
- Identify service level risks and implement corrective actions proactively.
- Coordinate with Operations and WFM teams on real-time staffing decisions.
- Publish intraday reports and performance updates.
- Track attendance, adherence, and productivity metrics.

For Assistant Manager - WFM

- Manage end-to-end Workforce Management functions including Forecasting, Scheduling, Capacity Planning, and Real-Time Management.
- Develop short, medium, and long-term forecasts using statistical models and historical trends.
- Drive staffing, hiring,



overtime planning, and resource optimization across Voice and Non-Voice operations.
- Improve forecast accuracy and workforce efficiency through continuous analysis.
- Lead WFM teams and collaborate with business stakeholders and clients.
- Manage capacity planning, reporting, invoicing, and governance activities.
- Analyze trends in AHT, Shrinkage, and workload patterns to improve operational performance.

Required Skills ✔ Strong knowledge of WFM metrics such as SLA, AHT, Occupancy, Adherence, and Shrinkage

✔ Experience in Forecasting, Scheduling, Capacity Planning, and Real-Time Management

✔ Advanced MS Excel skills (VBA knowledge preferred)

✔ Hands-on experience with WFM tools such as NICE, IEX, Aspect, Genesys, or similar platforms

✔ Strong analytical, reporting, and problem-solving abilities

✔ Excellent communication and stakeholder management skills

✔ Experience in BPO / Contact Center environment preferred

Experience

? Analyst (RTA): 2-5 Years

? Assistant Manager (WFM): 5+ Years

What We're Looking For

- Professionals who can thrive in a quick-paced environment.
- Strong decision-makers with a data-driven mindset.
- Individuals passionate about operational excellence and workforce optimization.

📌 Workforce Management Analyst (Noida)
🏢 HCLTech
📍 Noida