Workforce Management Analyst - Contact Center / BPO / Shared Services
Ushta Te Consultancy Services LLPBangalore, India1 day ago
Job descriptionBuild and automate reports and interactive dashboards using Excel and Power BI; present insights and recommendations to Operations and leadership. Conduct root-cause analysis on staffing variances, support shrinkage modelling and NICE IEX WFM Calabrio WFM Microsoft Excel SQL Power BI Workforce Forecasting Intraday Teleopti (UKG) WFM Tableau Python for data automation On-site role with high ownership of end-to-end WFM processes and career growth in operations analytics. Collaborative, data-driven culture with exposure to multiple enterprise clients and large-scale Opportunities to lead automation projects and to build dashboards that influence operational decisions.
We operate in the Contact Center, BPO and workforce-optimization sector delivering analytics driven staffing and operational excellence for clients across BFSI, Telecom, e-commerce and shared services. This is an on-site role based in India focused on driving forecasting, scheduling and intraday operations to sustain target service levels.
Role & Responsibilities :
- Produce accurate short-, medium- and long-term forecasts and translate them into actionable staffing plans and shift templates.
- Design and maintain agent rosters / schedules to meet SLA targets while optimising occupancy and cost.
- Monitor real-time operationstrack adherence, queue levels and service metricsand implement intraday adjustments to minimise SLA breaches.
- Configure, operate and tune WFM platforms (forecasting, scheduling and adherence modules)
to ensure data integrity and automation.
implement continuous-improvement initiatives.
Skills & Verint WFM
Benefits & Culture Highlights :
contact centre operations.
Location : Bengaluru (On-site)
Shift Time : PST hours (Pacific Time - Night rotational shift)
(ref : iimjobs.com)
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Workforce Management Analyst • Bangalore, India
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