Workforce Management Analyst

Location: Infopark, Kochi, Kerala

Experience: 2–5 Years in workforce management

Qualification: Bachelor's Degree (Mandatory)

Salary : Up to 6-₹9 LPA

Job Summary

We are looking for a skilled and detail-oriented Workforce Management (WFM) Analyst with 2–5 years of relevant experience. The ideal candidate should have robust analytical skills and hands-on experience in workforce planning, forecasting, scheduling, real-time monitoring, and performance reporting to ensure optimal resource utilization and operational efficiency.

Requirements

- Bachelor's Degree in any discipline is mandatory.
- 2–5 years of hands-on experience in Workforce Management.
- Strong knowledge of workforce forecasting, scheduling, capacity planning, and real-time management.
- Advanced proficiency in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, and reporting.
- Experience with workforce management tools such as NICE, Verint, Genesys, or similar platforms is preferred.
- Experience in BPO, contact centre, or service operations workforce management.
- Knowledge of Power BI or other reporting and visualization tools.
- Experience in workforce optimization and process improvement.

Responsibilities

- Manage workforce forecasting, capacity planning, and scheduling to meet business requirements.
- Monitor real-time workforce performance, employee adherence,



and productivity.
- Prepare and optimize staffing schedules based on workload forecasts and operational requirements.
- Track key workforce metrics such as service levels, occupancy, utilization, shrinkage, and schedule adherence.
- Analyze workforce data to identify trends, staffing gaps, and opportunities for process improvement.
- Prepare daily, weekly, and monthly MIS reports and performance dashboards.
- Coordinate with operations and management teams to ensure effective workforce allocation.
- Monitor absenteeism, leave patterns, and staffing requirements.
- Recommend strategies to improve workforce efficiency and achieve operational targets.

Pay: ₹600,000.00 - ₹900,000.00 per year

Benefits

- Commuter assistance
- Health insurance
- Life insurance
- Provident Fund

Ability to commute/relocate:
- Infopark-Kochi, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
- Do you have 2–5 years of hands-on Workforce Management experience in a BPO / Contact Centre environment with strong knowledge of forecasting, scheduling, RTA, advanced Excel, and WFM tools ?

Experience:
- Workforce management: 4 years (Required)

License/Certification:
- Graduation (Required)

Work Location: In person

📌 Workforce Management Analyst (Kochi)
🏢 NSK Logistics
📍 Kochi