WFM + power BI

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Role Overview:

We are seeking a detail-oriented WFM Analyst (3A level) with strong Power BI expertise to support our customer support operations. The role involves forecasting scheduling real-time monitoring capacity planning and performance analytics while building interactive dashboards in Power BI to drive data-backed decisions.

Key Responsibilities:

Forecast call/chat/email volumes and calculate staffing requirements using historical trends and WFM models.
Create and manage agent schedules to optimize service levels and occupancy.
Track real-time adherence (RTA) and recommend corrective actions to meet SLA.
Calculate and monitor shrinkage utilization attrition and other WFM KPIs.
Design and maintain Power BI dashboards for SLA AHT shrinkage agent performance and capacity planning.
Use DAX and Power Query to create accurate and scalable data models.
Collaborate with Operations HR and Business Leaders to ensure effective workforce planning.
Provide weekly/monthly reports on capacity forecast accuracy and performance trends.
Identify automation opportunities and improve reporting processes.

Required Skills & Experience:

2 5 years of experience in Workforce Management (Forecasting Scheduling RTA Capacity Planning).
Strong understanding of WFM metrics (SLA AHT shrinkage occupancy utilization).
Hands-on experience in Power BI (Data Modeling DAX Power Query Dashboards).
Familiarity with WFM tools (NICE Verint Aspect Genesys Avaya or similar).
Strong analytical problem-solving and presentation skills.
Excellent communication skills with the ability to work across teams.

Role Overview: We are seeking a detail-oriented WFM Analyst (3A level) with strong Power BI expertise to support our customer support operations. The role involves forecasting scheduling real-time monitoring capacity planning and performance analytics while building interactive dashboards in Power B...