Workforce Management Analyst - Verint WFM / NICE WFM

Description :

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.
• Build 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 implement continuous-improvement initiatives.

Skills & Qualifications :

Must-Have :

Preferred :

Benefits & Culture Highlights :

Shift Time : PST hours (Pacific Time - Night rotational shift)

(ref : hirist.tech)