WFM Analyst
Gratitude IncWFM Analyst
Job Description
Key Skills
15 candidate(s) have already applied for this Job. Apply now
Location: Hyderabad
Band: BPO 2
Key Responsibilities
Manage workforce planning activities including forecasting, scheduling, and capacity planning based on business requirements.
Prepare short-term and long-term staffing forecasts using historical trends, business projections, and operational inputs.
Create and maintain agent schedules to ensure adequate staffing coverage across shifts.
Monitor real-time adherence (RTA) and track schedule compliance to meet service level targets.
Analyze call volume trends, shrinkage, occupancy, and staffing gaps to support operational efficiency.
Coordinate with operations teams to manage intraday staffing adjustments and schedule changes.
Generate workforce management reports, dashboards, and MIS for leadership review.
Ensure service levels, productivity, utilization, and SLA metrics are consistently achieved.
Identify workforce-related risks and recommend process improvements to optimize resource utilization.
Support leave planning, roster management, and queue balancing activities.
Work closely with operations, HR, and recruitment teams for hiring and ramp planning requirements.
Maintain data accuracy within WFM tools and reporting systems.
Required Skills & Qualifications
2.1 to 5 years of experience in Workforce Management within an International BPO environment.
Hands-on experience in forecasting, scheduling, capacity planning, and real-time management.
Good understanding of WFM metrics such as SLA, AHT, shrinkage, occupancy, utilization, and adherence.
Proficiency in MS Excel including formulas, pivot tables, charts, and reporting functions.
Experience working with WFM tools such as IEX, Aspect, Verint, NICE, or similar platforms is preferred.
Strong analytical and problem-solving skills.
Good communication and stakeholder management abilities.
Ability to work in rotational shifts and fast-paced environments.
PAN and DOB are required for profile creation**
Role
Others
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Top Management
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
Urgent Hiring in Pune | Earn Up to ₹7 LPA in Top BPO |
Gratitude Inc1 - 9 Year(s)
40 - 55 Thousand p.m
Pune, India
1 - 10 Year(s)
25 - 55 Thousand p.m
Pune, India
6 - 10 Year(s)
85 - 130 Thousand p.m
Bengaluru, India
RTR Finance Tower Lead
Gratitude Inc10 - 15 Year(s)
100 - 150 Thousand p.m
Chennai, India
2 - 5 Year(s)
30 - 55 Thousand p.m
Mumbai, India
Team Member lnternational Customer Service Airline
Gratitude Inc1 - 3 Year(s)
Confidential
Gurugram, India
Customer Service Associate (International Voice )
Gratitude Inc1 - 10 Year(s)
70 - 75 Thousand p.m
Mumbai, India
4 - 8 Year(s)
10 - 95 Thousand p.m
Mumbai, India
1 - 3 Year(s)
25 - 45 Thousand p.m
Gurugram, India
Customer Service Associate || US Process Banking & Cards
Gratitude Inc1 - 12 Year(s)
Confidential
Mumbai, India