WFM Analyst

Overview

• Bachelor’s degree or equivalent in any field.
• 2–4 years of experience in Workforce Management.

Responsibilities

• Scheduling & RTA – Manage AHT, shrinkage, leaves, breaks, training, coaching, and meeting schedules and adherence.
• Publish and maintain weekly/monthly schedules and rosters.
• Monitor queues, breaks, and agent adherence in real time.
• Take corrective actions during intraday deviations (e.g., modifying skilling, overtime, VTO).
• Reporting & Analytics – Generate daily, weekly, and monthly WFM reports (AHT, ACD hours, adherence, Sentiments, Recontact etc.).
• Inventory Management – Seat & locker allocation, headset, MTC and thin clients tracking.
• Onboarding & Offboarding, including entitlement enablement and revocation.
• Stakeholder Collaboration – Coordinate with Operations, HR, Training, Quality, IT and Client teams.