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Workforce Management Analyst
Gainwell TechnologiesIndia30+ days ago
Job descriptionForecasting and Staffing : Analyze historical data to predict future call volume and staffing requirements for locked forecasts. Develop staffingplans based on forecasted demand and business goals. Adjust staffinglevels based on real-time fluctuations in demand. Scheduling and Allocation : Create employeeschedules that alignwith forecasted demandand labor constraints. Optimize shift patterns to maximize efficiency and minimize costs. Manage employeetime off requestsand ensure adequatecoverage during peak periods. Performance Monitoring and Coaching : Monitor real-time adherence to schedules and performance metrics. Identify areas for improvement and provide coachingto employees. Conduct performance reviews and providefeedback. Data Analysisand Reporting : Analyze workforce data to identifytrends and opportunities for optimization. Generate reportson key performance indicators (KPIs)related to workforcemanagement. Present data insights to management to inform decision-making. Compliance Management : Ensure compliance with labor laws and companypolicies regarding scheduling and overtime. Monitor employeetime and attendance to prevent violations.
Greeting From Gainwells Technology :
Summary
Workforce Management
A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance with labor laws, all while optimizing productivity and service levels within the team they manage.
Key Skills :
Skills required for a WFM supervisor role :
- Strong analytical skills and ability to interpret data
- Excellent communication and interpersonal skills
- Proficiency with workforce management software
- Understanding of labor laws and compliance requirements
- Problem-solving and decision-making abilities
- Proficiency with telephony routing solutions
- Proficiency with Excel and Power BI
Role & Responsibilities
Shift Timing : 4 : 30 PM to 4 : 30 PM (IST- 9 Hours)
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Workforce Management Analyst • India
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