Job Summary The Workforce Management (WFM) Analyst is responsible for forecasting call volumes, creating staffing plans, scheduling agents, and monitoring real-time service levels to ensure operational efficiency and client SLA compliance. The role partners closely with Operations, HR, Training, and Client Services teams to optimize workforce utilization and deliver exceptional customer experience.

Key Responsibilities

- Generate short-term and long-term forecasts for inbound, outbound, chat, email, and back-office operations.
- Develop staffing models and capacity plans based on business requirements and projected workload.
- Create and maintain agent schedules, shift rotations, and intraday staffing plans.
- Monitor real-time adherence, occupancy, productivity, and service levels across contact center operations.
- Analyze historical trends, call patterns, shrinkage, and seasonal fluctuations to improve forecast accuracy.
- Prepare daily, weekly, and monthly workforce reports and dashboards.
- Identify staffing risks and provide recommendations to mitigate SLA impacts.
- Coordinate with Operations Managers to manage schedule adjustments, overtime, and time-off requests.
- Conduct variance analysis between forecasted and actual performance metrics.
- Support new business transitions, ramp-ups, and workforce planning initiatives.
- Ensure compliance with client requirements, internal policies, and workforce management best practices.




- Drive continuous process improvement through data analysis and automation.

Required Qualifications

- Bachelor's degree in Business, Mathematics, Statistics, Operations Management, or a related field.
- 2 years of experience in Workforce Management, Capacity Planning, Scheduling, or Contact Center Operations.
- Strong analytical and problem-solving skills.
- Advanced proficiency in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, and data analysis.
- Experience working with contact center metrics such as AHT, Service Level, Occupancy, Shrinkage, and Forecast Accuracy.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced, KPI-driven workplace.

Preferred Qualifications
- Experience with WFM tools such as NICE IEX, Verint, Aspect, Calabrio, or Genesys.
- Knowledge of SQL, Power BI, Tableau, or other reporting tools.
- Experience supporting multi-channel customer support environments.
- Exposure to BPO/BPM, customer support, technical support, or shared services operations.
- Six Sigma, COPC, or Lean certification is a plus.

Key Skills

- Workforce Planning
- Forecasting & Scheduling
- Capacity Planning
- Real-Time Management (RTA)
- SLA Management
- Reporting & Analytics
- Advanced Excel
- Data Analysis
- Stakeholder Management
- Operational Excellence

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits

- Food provided
- Health insurance
- Paid sick time
- Paid time off

Work Location: Hybrid remote in Salt Lake City, West Bengal

📌 Workforce Management (WFM) Analyst (Bidhannagar)
🏢 Fusion CX
📍 Bidhannagar