Workforce Management Analyst

Location: Infopark Kochi Kerala

We are looking for a skilled and detail-oriented Workforce Management (WFM) Analyst with 25 years of relevant experience. The ideal candidate should have strong analytical skills and hands-on experience in workforce planning forecasting scheduling real-time monitoring and performance reporting to ensure optimal resource utilization and operational efficiency.

• Manage workforce forecasting capacity planning and scheduling to meet business requirements.
  

• Monitor real-time workforce performance employee adherence and productivity.
  

• Prepare and optimize staffing schedules based on workload forecasts and operational requirements.
  

• Track key workforce metrics such as service levels occupancy utilization shrinkage and schedule adherence.
  

• Analyze workforce data to identify trends staffing gaps and opportunities for process improvement.
  

• Prepare daily weekly and monthly MIS reports and performance dashboards.
  

• Coordinate with operations and management teams to ensure effective workforce allocation.
  

• Monitor absenteeism leave patterns and staffing requirements.
  

• Recommend strategies to improve workforce efficiency and achieve operational targets.
  

• Bachelors Degree in any discipline is mandatory.
  

• 25 years of hands-on experience in Workforce Management.
  

• Strong knowledge of workforce forecasting scheduling capacity planning and real-time management.
  

• Advanced proficiency in MS Excel including Pivot Tables VLOOKUP/XLOOKUP and reporting.
  

• Experience with workforce management tools such as NICE Verint Genesys or similar platforms is preferred.
  

• Experience in BPO contact centre or service operations workforce management.
  

• Knowledge of Power BI or other reporting and visualization tools.
  

• Experience in workforce optimization and process improvement.