Analyst-WFM

Key Responsibilities:

📊 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.

📅 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.

🕒 Real-Time Monitoring

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

📈 Reporting & Analytics

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

🤝 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.