Workforce Management Analyst

Greeting From Gainwells Technology : SummaryWorkforce ManagementA 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 BIRole & 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)