Workforce Management SpecialistThe HIRD • Kolkata, West Bengal, India
Workforce Management Specialist
The HIRD • Kolkata, West Bengal, India
16 hours ago
Job descriptionBasic to intermediate understanding of WFM functions such as forecasting, scheduling, and real-time monitoring Ability to analyse data and identify simple trends to support WFM decisions Experience in intraday management, attendance tracking, and SLA adherence monitoring Working knowledge of WFM tools (Genesys, Salesforce, NICE IEX or similar) Good communication skills for coordination with operations teams Strong attention to detail and accuracy in reporting Exposure to Utility / Energy domain Knowledge of reporting tools (Power BI, Tableau) or advanced Excel Basic understanding of automation concepts or VBA / SQL (optional, trainable) Assist in daily, weekly, and monthly forecasting activities by gathering and validating required data Support schedule creation and adjustments to ensure the right staffing coverage across intervals Monitor intraday queues, report deviations, track shrinkage, and help maintain SLA performance Highlight staffing gaps, absenteeism trends, or real-time issues to the operations team Prepare and update routine WFM reports and basic dashboards Coordinate with operations, training, and quality teams for schedule changes, exceptions, and updates Support continuous improvement activities and share observations that can help enhance WFM accuracy and efficiency
Job Title : Workforce Management (WFM) Analyst
Location : Kolkata
Role Type : WFM Analyst
Experience Required : 1–2 years (minimum 1 year in WFM)
Compensation : Up to 7.5 LPA (30-35% hike on current ctc)
Qualification
- Graduate degree in any discipline
- 1–2 years of experience in Workforce Management within the BPO industry
Essential Skills
Good to Have Skills
Key Responsibilities
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Workforce Management • Kolkata, West Bengal, India
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