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Analyst-WFM
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Analyst-WFM

Darshana Mate's profile picture
Posted by Darshana Mate
1 - 5 yrs
₹2L - ₹6L / yr
Pune
Skills
WFM

Key Responsibilities:

šŸ“Š Forecasting & Planning

  • Analyze historical data and trends to forecast workload and staffing requirements.
  • Collaborate with department heads to understand upcoming campaigns or volume spikes.
  • Assist in capacity planning for upcoming weeks/months.

šŸ“… Scheduling & Roster Management

  • Create efficient shift schedules ensuring adequate staffing for all operational hours.
  • Manage leave, shift swaps, breaks, and exceptions.
  • Coordinate with HR and Team Leaders for schedule adherence.

šŸ•’ Real-Time Monitoring

  • Monitor, agent productivity.
  • Send alerts and escalations for any deviation from SLAs.
  • Optimize resource allocation during high/low volume periods.

šŸ“ˆ Reporting & Analytics

  • Generate daily/weekly/monthly performance reports.
  • Analyze adherence, occupancy, shrinkage, and productivity metrics.
  • Provide insights and recommendations for operational improvements.

šŸ¤ Collaboration & Communication

  • Work closely with Team Leads, QA, HR, and Ops teams to ensure workforce alignment.
  • Participate in performance reviews and operational meetings.
  • Assist in new agent onboarding and WFM tool training.


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Shubham Vishwakarma

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About DEMAND MEDIA BPM LLP

Founded :
2022
Type :
Products & Services
Size :
20-100
Stage :
Profitable

About

Demand Media specializes in a wide range of data driven B2B marketing services geared towards promoting SaaS offerings.


Our marketing experts ace demand gen which enables them to devise, nurture and efficiently execute customized marketing plans to resonate with your brand persona.

Read more

Candid answers by the company

What does the company do?
What is the location preference of jobs?

B2B Marketing Solutions, List Building and Email Marketing, Lead Generation, Demand Generation, Content Syndication, Online Lead Generation, Market Research Solution, Account Based Marketing, Market Research, Appointment Setting, Lead Nurturing, Marketing Automation, ROI Marketing and Sales Strategies, B2B Lead Generation, Webinar Promotion, B2B Marketing Company, Intent Based Marketing, Email Marketing Services, Inbound Marketing, Data Research, and ABM, BPO, Cost Reduction, Efficiency, and Backoffice

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