wfm analyst

Concentrix

<div><div><div><p><b>Workforce Management (WFM)
</b></p></div><div><div><div><b>Location</b></div><div>
Gurugram, India</div></div></div><div></div><div><p><br>
Job Title:</p>
WFM Analyst<p>
Job Description</p><p><b>
Role: Real time Management</b></p><p><b>
Designation: Real time analyst
</b></p><p><b>Location: GGN
</b></p><p><b>Years of Experience: Minimum 3 years</b></p><p>
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.</p><p>
Role and Key Responsibilities:</p><ul><li>
Intraday real time monitoring of service levels for all queues at all sites 24/7/365</li><li>
Real time monitoring of associates performance from all teams at all sites</li><li>
Real Time updates on Service Levels, Contact data, and other KPIs</li><li>
Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals</li><li>
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team</li><li>
Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)</li><li>
Support changes within routing profiles to move associates as needed</li><li>
Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs.</li><li>
Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met</li><li>
Review and process VTO/PTO/OT/Non-Prod time requests in real-time</li></ul><p>
Key Skills and knowledge :</p><ul><li>
Proficiency in written and verbal communication &ndash; English (minimum B2 level)</li><li>
Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reporting from RTA perspective) would be added advantage.</li><li>
Avaya ACD and other ACD platforms to support a multi-channel Environment &ndash; (Voice/Chat/Email/SMS)</li><li>
1+ years&rsquo; Workforce Experience (RTA or greater).</li><li>
Basic knowledge of the call centre industry.</li><li>
Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).</li><li>
Knowledge of ACD and Call Center Workforce applications - preferred.</li><li>
Strong oral and written communication skills.</li><li>
Proficient in Microsoft Office.</li><li>
Ability to multi-task, prioritize, and meet timelines of deliverables.</li><li>
Self-starter, sense of urgency, and works well under pressure.</li><li>
High attention to detail, sense of professionalism and ability to develop relationships</li></ul><p><b>
Qualification :</b> Graduate / Diploma/10+2</p><p><b>
Disclaimer:-</b></p><p>
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for &lsquo;recruitment&rsquo;, &lsquo;processing&rsquo; or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'</p><p>
Location:</p>
IND Gurgaon - Bld 14 IT SEZ Unit 1, 17th C &amp; D and Gd Flr D<p>
Language Requirements:</p><p>
Time Type:</p><p><b>
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the </b><b>Job Applicant Privacy Notice for California Residents</b></p></div></div></div><div></div>

WFM Analyst

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><div>Greetings from TCS BPS!!</div><div><br>
</div><div></div><br>
<div>Job Summary:</div><br>
<div><br>
</div><div>Process: Workforce Management Analyst
</div><div>Location: Pune, Nagpur</div><br>
<div><br>
</div><div>Skills: RTA, Adherence Calculation, FTE Calculation, Forecasting, Scheduling, Planning, Good Communication skills (Written &amp; Verbal), Good Analytical skills</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Eligibility:</div><br>
<div><br>
</div><div>Any Graduates with (1 Year to 3 Years) of relevant experience in WFM, Forecasting, Planning, Scheduling can apply</div><br>
<div><br>
</div><div>Minimum 15yrs of regular education (10th + 12th + 3 years Graduation)</div><br>
<div><br>
</div><div>Graduates through Open Universities/Correspondence graduates need not apply</div><br>
<div><br>
</div><div>Willingness to work in all Shifts</div><br>
<div><br>
</div><div>Relieving letters from all the previous companies are mandatory</div><br>
<div><br>
</div></div></div></div><div><div><div><b>Location</b></div>
<div>Pune</div>
</div><div><div><b>Job Function</b></div>
<div>BUSINESS PROCESS SERVICES</div>
</div><div><div><b>Role</b></div>
<div>Process Expert</div>
</div><div><div><b>Job Id</b></div>
<div>377387</div>
</div><div><div><b>Desired Skills</b></div>
<div>Planning and Forecasting | WFM</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF BUSINESS ADMINISTRATION</div></div></div><div></div>

Manpower Egypt - Target HR

<div>
 <p>
  <strong>
   We&rsquo;re Hiring: Real-Time Analyst (RTA)
  </strong>
 </p>
 <p>
  <strong>
   Industry:
  </strong>
  Fintech
 </p>
 <p>
  <strong>
   Location:
  </strong>
  New Cairo, Egypt
 </p>
 <p>
  <strong>
   Department:
  </strong>
  Workforce &amp; Capacity Planning
 </p>
 <p>
  <strong>
   Job Type:
  </strong>
  Full-Time
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Monitor queue health and performance metrics across live channels.
  </li>
  <li>
   Execute intraday schedule adjustments (breaks, skilling, rescheduling) to ensure coverage.
  </li>
  <li>
   Support incident management and reroute resources during outages or emergencies.
  </li>
  <li>
   Generate hourly, intraday, daily, weekly, and monthly performance reports.
  </li>
  <li>
   Communicate with operations and team leads to ensure alignment.
  </li>
  <li>
   Use WFM tools (Calabrio, NICE, Verint, etc.) to take real-time actions.
  </li>
  <li>
   Coordinate with WFM Planners to ensure accurate scheduling and forecasting.
  </li>
  <li>
   Recommend ongoing process improvements to enhance real-time efficiency.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   1 year experience as an RTA or similar WFM role in a contact center.
  </li>
  <li>
   Very good English communication skills
  </li>
  <li>
   Strong understanding of key call center metrics (AHT, ASA, SL, Occupancy, Adherence, Shrinkage, etc.)
  </li>
  <li>
   Proficient in Excel/Google Sheets (BI/reporting tools are a plus)
  </li>
  <li>
   Willingness to work shifts, weekends, and public holidays
  </li>
 </ul>
 <p>
 </p>
</div>


Real Time Analyst

Accenture

<p><b>Skill required:</b> Workforce Dialer - Workforce Management (WFM)<br>
<b>Designation:</b> Workforce Services Analyst<br>
<b>Qualifications:</b>Any Graduation
<br>
<b>Years of Experience:</b>3 to 5 years
<br>
<b>About Accenture</b><br>
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song&mdash; all powered by the world&rsquo;s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
<br>
<b>What would you do?</b> Adaptable and flexible, Agility for quick learning, Written and verbal communication, Collaboration and interpersonal skills, Ability to work well in a team<br>
<b>What are we looking for?</b> Microsoft Excel Microsoft PowerPoint
<br>
<b>Roles and Responsibilities:</b> Workforce Analytics Workforce Management (WFM) Adaptable and flexible Agility for quick learning Written and verbal communication Collaboration and interpersonal skills Ability to work well in a team</p>
<br>
Any Graduation

Workforce Services Analyst

Tamara

<div>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.
 <br/>
 <br/>
 Tamara is Saudi Arabia&rsquo;s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
 <br/>
 <br/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 We are looking for a skilled and proactive Real-Time Analyst (RTA) to join our Workforce Management team. In this role, you will be responsible for monitoring real-time performance across all service channels (Phone, Chat, and Email) and ensuring optimal schedule adherence to meet service level agreements (SLAs). Your insights and quick decision-making will play a vital role in maintaining smooth daily operations and delivering excellent customer experience. This role is based in Riyadh, Saudi Arabia and will follow a hybrid work schedule based out of our offices in Riyadh.
 <br/>
 <br/>
 <strong>
  Your Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Monitor real-time performance and queue health across all channels (voice, chat, and email).
  </li>
  <li>
   Identify and escalate service level risks and any deviations from forecast in a timely manner.
  </li>
  <li>
   Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.
  </li>
  <li>
   Communicate effectively with team leaders and operations regarding any updates, alerts, or risks.
  </li>
  <li>
   Generate and share hourly, intraday, and daily performance reports with key stakeholders.
  </li>
  <li>
   Track and report on schedule adherence, attendance, shrinkage, and related KPIs.
  </li>
  <li>
   Support incident and outage management, ensuring appropriate routing and resource allocation
  </li>
  <li>
   Utilize WFM tools and platforms (e.g., Calabrio, NICE, Verint, or similar) to execute real-time actions.
  </li>
  <li>
   Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution.
  </li>
  <li>
   Provide recommendations for continuous process improvement in real-time management.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Your Expertise
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 1 year of experience in a Real-Time Analyst or similar WFM position.
  </li>
  <li>
   Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
  </li>
  <li>
   Excellent analytical, communication, and multitasking skills.
  </li>
  <li>
   Proficient in Excel / Google Sheets; experience with reporting or BI tools is a plus.
  </li>
  <li>
   Ability to work under pressure and make fast, data-driven decisions in dynamic environments.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience managing real-time operations in an omnichannel support environment.
  </li>
  <li>
   Familiarity with international teams and multiple time zones.
  </li>
  <li>
   Ability to drive performance improvements and deliver results in a high-pressure setting.
  </li>
  <li>
   Strong stakeholder management and collaboration skills.
  </li>
 </ul>
</div>


Real-Time Analyst (RTA)

Optum

<div><p>Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start<b> Caring. Connecting. Growing together.</b></p><p></p><p><br>
In this role, you will represent the Workforce Management (WFM) team during migration for the OMNI channel implementation project, providing comprehensive WFM expertise and oversight. A thorough understanding of current real-time call delivery, scheduling practices, and capacity planning concepts is essential to replicate workforce requirements within a modern cloud-based solution. Your focus will be on ensuring that we achieve the desired business outcomes in the most efficient and straightforward manner. You will collaborate with Workforce Management partners and site leaders to ensure adequate staffing, contingency planning, and workflow monitoring throughout the migration process. Your responsibilities will include partnering with the WFM teams to communicate migration updates, participate in end-to-end testing, and be the migration resource for multiple areas of business while migrations are on-going.</p><p></p><p><br>
You will maintain and execute on the Enterprise Workforce Organization's (EWO) vision of &quot;Creating and adapting our enterprise workforce ecosystem through innovative and tailored solutions, fostering a culture of accountability, and driving operational success in a rapidly evolving global healthcare landscape.&quot;.</p><p></p><p><b><br>
Primary Responsibilities:</b></p><ul><li>
Partner with the OMNI project teams to define future state requirements and real time best practices for the call centers</li><li>
Partner with the WFM team to discuss rollout plans and gather risks that need to be shared back to the project team</li><li>
Partner with call routing to test and ensure future state is working as designed</li><li>
Partner to ensure the NOC/OCC have the ability to allocate call volumes</li><li>
Represent and be the liaison for the project team on behalf of WFM</li><li>
Utilize call center tools to provide recommendations for future state</li><li>
Ensure that system is appropriately set up to ensure WFM can effectively manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met</li><li>
Gain an understanding of the technical and business solutions being offered and present them to leadership</li><li>
Provide training to WFM on policies, procedures, and best practices from Genesys to Amazon Connect</li><li>
Share feedback from WFM back to the project team</li><li>
Drive innovation and process improvement within Workforce Management</li><li>
Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business</li><li>
Complete other duties as assigned for OMNI or WFM as assigned</li><li>
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so</li></ul><p></p><p><b>
Required Qualifications:</b></p><ul><li>
Experience with call routing, IVRs, PBXs, ACDs, Amazon Connect, Genesys or CXone, CMS modifications and vendor scripting</li><li>
Proven experience in Workforce Management (WFM) within a contact center environment, with a focus on process improvement, workflow optimization, benchmarking, and evaluation methodologies</li><li>
Experience working with and influencing cross-functional teams to drive alignment and achieve business objectives.</li><li>
Solid understanding of operational and procedural aspects of call center management, backed by several years of hands-on experience.</li><li>
Demonstrated ability to collaborate effectively within a team-oriented environment</li></ul><p></p><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Experience with call routing, IVRs, PBXs, ACDs, Amazon Connect, Genesys or CXone, CMS modifications and vendor scripting<br>
Project Management</li><li>
Tableau or reporting creation</li><li>
Experience with workforce planning concepts</li><li>
Experience with call center capacity planning and staffing models</li></ul><p></p><p><i><br>
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.</i></p><p></p><p><br>
#njp</p></div>

Workforce Planning Senior Analyst or Lead

Momentum Solutions Egypt

<div><p><b>About Momentum Solutions Egypt</b><br>
Momentum Solutions Egypt is a dynamic office located in New Cairo, Egypt. We deliver top-tier customer care, sales support, and a growing range of business solutions for global travelers booking with FlightHub and Justfly. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale&mdash;supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.</p>
<p><b>
Position Overview</b><br>
We are looking for a proactive Workforce Management Analyst (WFM) to join our <b>Service Department</b>. This role combines strategic forecasting and scheduling with live queue monitoring to ensure optimal agent performance and consistent service levels. If you're detail-oriented, data-driven, and thrive in fast-paced environments, this could be the perfect opportunity for you.</p>
<p><b>
What You'll Be Doing:</b></p>
<ul>
<li><b>Forecasting &amp; Analysis</b>: Utilize historical and live data from <b>Twilio</b> (calls) and <b>Quiq</b> (chats) to forecast contact volumes and agent demand across <b>five service teams</b>. Ensure optimal staffing and resource allocation to meet operational goals.</li>
<li><b>Headcount &amp; Financial Planning:</b> Manage headcount planning in coordination with Operations and HR to balance productivity, payroll budgets, and resource allocation. Support payroll and bonus forecasting by tracking staffing costs, incentive eligibility, and performance-based payouts.</li>
<li><b>Scheduling &amp; Resource Allocation:</b> Develop and maintain flexible schedules for all service teams based on forecasted volumes and operational needs. Account for shrinkage, absenteeism, and peak hours to ensure adequate coverage.</li>
<li><b>Intraday Management</b>: Monitor real-time performance and make on-the-fly adjustments to address spikes in demand or low coverage. Communicate proactively with leads to optimize occupancy and response times.</li>
<li><b>Performance &amp; KPI Ownership</b>: Monitor and drive key performance indicators such as service level, answer rate, abandonment rate, adherence, and forecast accuracy. Collaborate with Team Leads to identify trends and implement improvement strategies.</li>
<li><b>Collaboration &amp; Reporting:</b> Partner with Operations, RTAs, and BPOs to align workforce planning with business goals. Provide weekly and monthly reports on staffing, cost performance, payroll accuracy, and forecast variances for all five teams.</li>
<li><b>Bonus &amp; Incentive Management: </b>Support the calculation, validation, and reporting of team bonuses. Ensure performance metrics are accurately reflected in incentive payouts and work with leadership to improve transparency and fairness in the process.</li>
</ul>
<p><b>What You Bring:</b></p>
<ul>
<li><b>2+ years of experience</b> in Workforce Management within a service or contact center environment; exposure to the aviation or travel industry is an asset.</li>
<li>Strong <b>forecasting, analytical, and problem-solving skills</b>, particularly in multi-team environments.</li>
<li>Proven ability to manage <b>payroll, bonus structures</b>, and cost control for large teams.</li>
<li>Excellent <b>communication and organizational</b> skills with attention to detail.</li>
<li>Proactive and able to work independently in a <b>fast-paced, high-volume</b> environment.</li>
<li>Proficient in <b>Excel, Google Sheets</b>, and WFM systems (e.g., NICE IEX, Verint, or equivalent).</li>
<li>Experience collaborating with cross-functional stakeholders in Operations, Finance, and HR.</li>
</ul>
<ul><li><b>Please note this is a full-time on-site position, in the 5th Settlement in New Cairo, Egypt.</b></li></ul>
<p><b>
Benefits of Working With Us:</b></p><br>
<ul>
<li><b>Competitive Earnings</b>: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.</li>
<li><b>Collaborative Team</b>: Work with a supportive team dedicated to shared success.</li>
<li><b>Growth Opportunities</b>: Develop your career within a company that values commitment and innovation.</li>
</ul>
<p>Explore FlightHub: https://corporate.flighthub.com/</p>
<p>
Explore Momentum: https://momentumegypt.com/careers</p></div>

Workforce Management Analyst (WFM, Service Department)

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