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Workforce Management Analyst

Workforce Management Analyst

TELUS DigitalAjmer, Republic Of India, IN
21 hours ago
Job description

Walk In Details

Walk In Date - 8th Novmber 2025 (Sat)

Walk In Time- 12 : 00 PM - 5 : 00 PM

Walk In Venue- TELUS DIGITAL, Tower-6, UG Floor, Candor Techspace, Sector 135, Noida, Uttar Pradesh, 201304

Job Summary :

We are looking for a Workforce Management Real-Time Analyst (RTA) to monitor and manage real-time operations across multiple queues and ensure optimal staffing levels. The ideal candidate must have hands-on experience in Google Sheets for reporting, data analysis, and performance tracking.

Key Responsibilities :

  • Monitor real-time call volume , agent adherence , and service levels across multiple queues.
  • Perform intra-day schedule management including break, lunch, and meeting adjustments to maintain SLA targets.
  • Communicate real-time performance updates and deviations to Operations and WFM teams .
  • Prepare daily, weekly, and monthly reports using Google Sheets with advanced formulas and dashboards.
  • Track and analyze AHT, shrinkage, occupancy, and absenteeism metrics.
  • Provide actionable insights to optimize staffing and improve productivity.
  • Coordinate with team leaders and operations to ensure adequate coverage during peak and off-peak hours.
  • Identify and escalate potential risks or anomalies impacting service levels.

Required Skills & Qualifications :

  • Bachelor’s Degree (Graduation is mandatory).
  • 1–4 years of experience in WFM (Real-Time / Intraday Management) in a BPO or Contact Center environment.
  • Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
  • Knowledge of WFM tools (e.G., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
  • Excellent analytical, communication, and coordination skills.
  • Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
  • Comfortable working in night shifts.

    • Perks & Benefits

  • Salary Range- Upto 5.90 LPA
  • Annual Bonus
  • Cab facility (Pick up & Drop)
  • Medical Insurance
  • Life Insurance
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    Workforce Management Analyst • Ajmer, Republic Of India, IN