Workforce Management Analyst

Workforce Management Analyst

We are seeking a skilled and detail-oriented Workforce Management Analyst to join our dynamic operations team.

This role is responsible for real-time monitoring and reporting of staffing levels, adherence, and productivity to ensure optimal resource utilization and service level performance.

The ideal candidate will have strong experience in workforce planning and at least 1 year of hands-on real-time analysis.

Key Responsibilities:

- Monitor real-time queues and performance dashboards to manage staffing levels and adherence.

- Make proactive decisions and recommendations to meet service level agreements (SLAs).

- Adjust intraday staffing schedules, breaks, and activities based on real-time needs.

- Generate and distribute intraday and end-of-day performance and occupancy reports.

- Collaborate with operations and workforce teams for shift management, schedule compliance, and agent availability.

- Provide updates and escalations to stakeholders in case of deviations from plan.

- Analyze trends, highlight areas for improvement, and support in creating performance improvement strategies.

- Ensure accurate record-keeping of attendance, shrinkage, and schedule exceptions.

Mandatory Skills:

- Minimum 2+ years of WFM experience, with at least 1 year as a Real Time Analyst.

- Strong analytical skills with proficiency in Excel and WFM tools (e.g., Aspect, IEX, NICE, Verint, etc.)

- Familiarity with workforce scheduling, forecasting, and real-time queue management.

- Good understanding of call center metrics like AHT, Service Levels, Occupancy, Adherence, etc.

- Excellent communication and interpersonal skills.

- Ability to work independently and in a hybrid team environment.

Preferred Skills:

- Experience in BPO/KPO environments.

- Exposure to UK shifts or global client servicing.

- Knowledge of workforce-related reporting and automation