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
Basic to intermediate understanding of WFM functions such as forecasting, scheduling, and real-time monitoringAbility to analyse data and identify simple trends to support WFM decisionsExperience in intraday management, attendance tracking, and SLA adherence monitoringWorking knowledge of WFM tools (Genesys, Salesforce, NICE IEX or similar)Good communication skills for coordination with operations teamsStrong attention to detail and accuracy in reportingGood to Have Skills
Exposure to Utility / Energy domainKnowledge of reporting tools (Power BI, Tableau) or advanced ExcelBasic understanding of automation concepts or VBA / SQL (optional, trainable)Key Responsibilities
Assist in daily, weekly, and monthly forecasting activities by gathering and validating required dataSupport schedule creation and adjustments to ensure the right staffing coverage across intervalsMonitor intraday queues, report deviations, track shrinkage, and help maintain SLA performanceHighlight staffing gaps, absenteeism trends, or real-time issues to the operations teamPrepare and update routine WFM reports and basic dashboardsCoordinate with operations, training, and quality teams for schedule changes, exceptions, and updatesSupport continuous improvement activities and share observations that can help enhance WFM accuracy and efficiency