Job Description
Full Job Description
Overview:
As a Workforce Management Analyst, you are responsible for all the WFM tasks within the BSS department. Your key responsibilities will include analysis, forecasting and scheduling functions, as well as preparation of client and internal reports..
Job Responsibilities:
Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively
Identify SL / staffing gaps
Prepare various analytical reports (internal and client)
Management tool – JIRA
Responsible to manage key stakeholder requirements
Create leave plans to meet the forecasted demand / SL objectives through any workforce Application
Identify trends and average on a weekly, monthly, quarterly and seasonal basis
Communicate with management and operations team to ensure compliance with company standards
Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
Identify opportunities to improve staff balancing and overall operational performance
Make / propose improvements to work services or processes
Create Staffing models using historical data and run various simulations
Understand capacity calculation and Data Modeling
Well versed with the shrinkage model used in Contact Center Management
Provide analytical support for special projects
Skills required:
Experienced with Workforce Management software (scheduling, performance tracking, reporting)
Demonstrated strong analytical skills, with emphasis on forecasting
Ability and willingness to learn new software applications
Skilled in complex problem solving, judgment, critical thinking and decision making
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to organize information and have attention to detail and accurately follow procedures
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
Ability to sit the entire work day viewing a computer monitor
Ability to work evenings and weekends as per shift patterns
Job requirements:
Education: Bachelor’s Degree any subject; Statistics Background (preferable)
Minimum 1-2 years’ experience as an MIS Executive; experience in Advance Excel, Macros, Indexing and Power BI
Job Type: Full-time
Salary: ₹25,000.00 - ₹35,000.00 per month
Schedule:
Rotational shift
Ability to commute/relocate:
Panaji, Goa: Reliably commute or planning to relocate before starting work (Required)
Education:
Bachelor's (Preferred)
Experience:
MIS: 1 year (Required)
Overview:
As a Workforce Management Analyst, you are responsible for all the WFM tasks within the BSS department. Your key responsibilities will include analysis, forecasting and scheduling functions, as well as preparation of client and internal reports..
Job Responsibilities:
Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively
Identify SL / staffing gaps
Prepare various analytical reports (internal and client)
Management tool – JIRA
Responsible to manage key stakeholder requirements
Create leave plans to meet the forecasted demand / SL objectives through any workforce Application
Identify trends and average on a weekly, monthly, quarterly and seasonal basis
Communicate with management and operations team to ensure compliance with company standards
Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
Identify opportunities to improve staff balancing and overall operational performance
Make / propose improvements to work services or processes
Create Staffing models using historical data and run various simulations
Understand capacity calculation and Data Modeling
Well versed with the shrinkage model used in Contact Center Management
Provide analytical support for special projects
Skills required:
Experienced with Workforce Management software (scheduling, performance tracking, reporting)
Demonstrated strong analytical skills, with emphasis on forecasting
Ability and willingness to learn new software applications
Skilled in complex problem solving, judgment, critical thinking and decision making
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to organize information and have attention to detail and accurately follow procedures
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
Ability to sit the entire work day viewing a computer monitor
Ability to work evenings and weekends as per shift patterns
Job requirements:
Education: Bachelor’s Degree any subject; Statistics Background (preferable)
Minimum 1-2 years’ experience as an MIS Executive; experience in Advance Excel, Macros, Indexing and Power BI
Job Type: Full-time
Salary: ₹25,000.00 - ₹35,000.00 per month
Schedule:
Rotational shift
Ability to commute/relocate:
Panaji, Goa: Reliably commute or planning to relocate before starting work (Required)
Education:
Bachelor's (Preferred)
Experience:
MIS: 1 year (Required)
💡 Quick Summary
Seeking a career-building opportunity? The MIS Executive position is now open for candidates interested in the MIS Executive sector. This role in Panaji offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.