Job Summary• WFM Analyst is responsible for monitoring and managing intraday performance across contact center operations. This role ensures service level agreements (SLAs) are met by analyzing real-time data, adjusting staffing, and communicating with stakeholders to maintain operational efficiency and providing reports generating data analysis and reporting. Key Responsibilities• Real-Time Monitoring: Track live metrics such as call volumes, agent status, queue levels, and service levels.• Intraday Management: Make real-time staffing adjustments based on volume trends and agent availability.• Schedule Adherence: Monitor agent adherence to schedules and escalate deviations to supervisors.• Reporting & Analysis: Generate and distribute real-time and intraday performance reports to stakeholders.• Collaboration: Work closely with operations, team leads, and WFM planners to ensure alignment with business goals.• Problem Solving: Identify and resolve issues impacting service levels, including system outages or staffing gaps.• Process Improvement: Use data insights to recommend improvements in workforce strategies and operational processes.• Should be well versed in generating data analysis and reporting.• Provide accurate and timely weekly, monthly MIS reports.• Hands-on on payroll activity will be considered as addition.• Ability to manage allocated tasks and perform them with little supervision.• will be responsible for analyzing data to ensure accuracy.• WFM Tools Competency i.e. Verint• Able to work on MS-Office –Excel, Word & PPTs.• Excellent verbal & written communication & presentation skills
Qualifications
Skills & Qualifications• 2+ years of experience in Workforce Management or contact center operations.• Proficiency in WFM tools (e.g., IEX, Verint, NICE Incontact, Avaya, CMS).• Advanced Excel skills (formulas, pivot tables, VBA macros preferred).• Strong analytical and decision-making skills.• Excellent communication and collaboration abilities.• Ability to multitask and work under pressure in a fast-paced environment.
