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Workforce Management Analyst
Selections HR Services Private LimitedMumbai, Maharashtra, India19 hours ago
Job descriptionGraduate in any discipline. Minimum 2 years of experience in Workforce Management, with strong exposure to forecasting, scheduling, and capacity planning. Proficient in MS Excel (advanced formulas, pivot tables, data analysis). Knowledge of ACD systems and WFM tools such as IEX, Aspect, NICE, or Verint preferred. Excellent analytical, communication, and problem-solving skills. Ability to manage multiple tasks and meet tight deadlines with minimal supervision. Strong initiative and ownership mindset. Organized and adaptable to changing business needs. Team player with a positive and professional attitude.
About the Role
We are looking for an analytical and proactive WFM Analyst to join our Workforce Management team. The role involves forecasting, capacity planning, and performance analysis to ensure optimal resource utilization and smooth business operations.
Key Responsibilities
- Forecast and model capacity based on historical data and future business requirements.
- Create, maintain, and review capacity plans on a regular basis.
- Perform variance and root cause analysis to improve forecast accuracy.
- Track and maintain headcount data including new hires and attrition.
- Ensure accuracy and reliability of WFM reports and databases.
- Partner with Operations to enhance delivery processes and drive efficiency.
- Support projects and ad-hoc analysis as needed.
Required Skills & Qualifications
Soft Skills
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Workforce Management Analyst • Mumbai, Maharashtra, India