WFM + power BI
WFM + power BI
Posted on :
28-08-2025
Employer Active
1 Vacancy
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Job Description
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.
- 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.
Employment Type
Full-time
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