Workforce Management Analyst

Role Summary

We are looking for a Workforce & Real-Time Analyst with experience in forecasting, scheduling, capacity planning, real-time monitoring, and workforce reporting.

Key Responsibilities

• Prepare workforce forecasts, staffing plans, and employee schedules
• Monitor queues, service levels, staffing, and agent adherence in real time
• Manage call volumes, absenteeism, shrinkage, occupancy, and productivity
• Identify staffing gaps and take immediate corrective actions
• Coordinate schedule changes, shift movements, overtime, and offline activities
• Prepare daily, weekly, and monthly workforce reports
• Work closely with operations, HR, recruitment, and training teams

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Requirements

• 3–6 years of experience in workforce management or real-time analysis
• Strong knowledge of forecasting, scheduling, capacity planning, and queue management
• Advanced Excel skills
• Experience with NICE, Verint, Genesys, Aspect, or similar WFM tools
• Strong analytical, communication, and problem-solving skills.

Skills Required
Genesys, Verint, Scheduling, Nice, Aspect, Capacity Planning, Forecasting, Advanced Excel