Workforce Management Specialist

Description :

Job Title : Workforce Management (WFM) Analyst

Location : Kolkata

Role Type : WFM Analyst

Experience Required : 1-2 years (minimum 1 year in WFM)

Compensation :

Qualification :

- Graduate degree in any discipline

- 1-2 years of experience in Workforce Management within the BPO industry

Essential Skills :

- Basic to intermediate understanding of WFM functions such as forecasting, scheduling, and real-time monitoring

- Ability to analyse data and identify simple trends to support WFM decisions

- Experience in intraday management, attendance tracking, and SLA adherence monitoring

- Working knowledge of WFM tools (Genesys, Salesforce, NICE IEX or similar)

- Good communication skills for coordination with operations teams

- Strong attention to detail and accuracy in reporting

Good to Have Skills :

- Exposure to Utility/Energy domain

- Knowledge of reporting tools (Power BI, Tableau) or advanced Excel

- Basic understanding of automation concepts or VBA/SQL (optional, trainable)

Key Responsibilities :

- Assist in daily, weekly, and monthly forecasting activities by gathering and validating required data

- Support schedule creation and adjustments to ensure the right staffing coverage across intervals

- Monitor intraday queues, report deviations, track shrinkage, and help maintain SLA performance

- Highlight staffing gaps, absenteeism trends, or real-time issues to the operations team

- Prepare and update routine WFM reports and basic dashboards

- Coordinate with operations, training, and quality teams for schedule changes, exceptions, and updates

- Support continuous improvement activities and share observations that can help enhance WFM accuracy and efficiency