Workforce Management Analyst

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

Forecasting 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.

Shift Timing : 4 : 30 PM to 4 : 30 PM (IST- 9 Hours)