Work Force Management (WFM) || Chennai and Coimbatore ||
Share
Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Workforce Management (WFM) Analyst / Lead
Job Summary
The Workforce Management professional is responsible for forecasting capacity planning scheduling and real-time management to ensure optimal resource utilization while meeting service level agreements (SLAs).
Key Responsibilities
Prepare short-term and long-term forecasts based on historical data trends and business inputs
Perform capacity planning to meet volume AHT shrinkage and SLA targets
Create and manage agent schedules shift plans and roster optimization
Monitor real-time performance and take corrective actions to manage adherence
Analyze schedule adherence absenteeism and shrinkage
Support intraday management: call-outs volume spikes and staffing gaps
Partner with Operations Training and HR for hiring and ramp plans
Prepare and present daily weekly and monthly WFM reports
Drive continuous improvement in productivity and utilization
Ensure compliance with internal policies and client requirements
Required Skills & Competencies
Strong knowledge of Forecasting Scheduling Capacity Planning and RTA
Hands-on experience with WFM tools (IEX NICE Verint Aspect or similar)
Excellent analytical and problem-solving skills
Advanced knowledge of MS Excel (pivot tables formulas dashboards)
Strong stakeholder management and communication skills
Ability to work in 24/7 environments and fast-paced operations
Experience & Qualification
28 years of experience in Workforce Management (depending on role level)
Experience in BPO / Contact Center / GCC / Shared Services preferred
Graduate in any discipline (MBA/Operations preferred for Lead roles)
Role Levels (Optional to mention)
WFM Executive / Analyst Forecasting scheduling reporting
WFM Lead Planning ownership intraday decisions stakeholder management
WFM Manager Strategy hiring plans cost optimization governance
Required Skills:
Key Responsibilities Prepare short-term and long-term forecasts based on historical data trends and business inputs Perform capacity planning to meet volume AHT shrinkage and SLA targets Create and manage agent schedules shift plans and roster optimization Monitor real-time performance and take corrective actions to manage adherence Analyze schedule adherence absenteeism and shrinkage Support intraday management: call-outs volume spikes and staffing gaps Partner with Operations Training and HR for hiring and ramp plans Prepare and present daily weekly and monthly WFM reports Drive continuous improvement in productivity and utilization Ensure compliance with internal policies and client requirements Required Skills & Competencies Strong knowledge of Forecasting Scheduling Capacity Planning and RTA Hands-on experience with WFM tools (IEX NICE Verint Aspect or similar) Excellent analytical and problem-solving skills Advanced knowledge of MS Excel (pivot tables formulas dashboards) Strong stakeholder management and communication skills Ability to work in 24/7 environments and fast-paced operations Experience & Qualification 28 years of experience in Workforce Management (depending on role level) Experience in BPO / Contact Center / GCC / Shared Services preferred Graduate in any discipline (MBA/Operations preferred for Lead roles)
Required Education:
Graduate
Company Industry
IT Services and IT Consulting
Key Skills
- Anti Money Laundering
- Access Control
- Content Development
- Flex
- AC Maintenance
- Application Programming
