wfm analyst

Americor

<div>We are seeking a highly skilled and experienced Principal Workforce Management (WFM) Analyst to join our team. The ideal candidate will be a strategic thinker with a deep understanding of contact center operations, forecasting, scheduling, and real-time management. This role is crucial for optimizing our workforce to meet service level agreements (SLAs), improve efficiency, and enhance the overall customer experience. The Senior WFM Analyst will be responsible for leading complex analysis, providing strategic insights to leadership, and working harmoniously with the Workforce Operations Manager.<h4 class="jobSectionHeader">
JOB RESPONSIBILITIES</h4> 
Forecasting &amp; Planning:<ul><li>
Develop and maintain accurate long-term and short-term forecasts for contact volumes, handle times, and staffing requirements across multiple channels (e.g., phone, chat, email, social media).</li><li>
Analyze historical data, market trends, and business initiatives to predict future workload and staffing needs.</li><li>
Collaborate with operational leaders to align forecasts with business goals and operational strategies.</li></ul>
Scheduling &amp; Optimization:<ul><li>
Create and manage optimized schedules for a large workforce to ensure adequate coverage and adherence to service level targets.</li><li>
Utilize WFM software to schedule shifts, breaks, and training sessions efficiently.</li><li>
Conduct &quot;what-if&quot; analysis to evaluate the impact of different scheduling scenarios on key performance indicators (KPIs).</li></ul> 
Real-Time Management:<ul><li>
Monitor real-time performance of contact center agents and queues, identifying and addressing any deviations from the plan.</li><li>
Proactively manage intraday adjustments to staffing, including approving overtime or voluntary time off, to meet service level targets.</li><li>
Communicate effectively with contact center supervisors and managers to address immediate staffing needs and operational challenges.</li></ul> 
Analysis &amp; Reporting:<ul><li>
Generate and present detailed reports on key WFM metrics, including adherence, occupancy, service levels, and forecast accuracy.</li><li>
Conduct deep-dive analysis to identify root causes of performance issues and recommend actionable solutions.</li><li>
Translate complex data into clear, concise, and compelling insights for senior leadership and stakeholders.</li></ul>
Strategic &amp; Leadership Duties:<ul><li>
Serve as a subject matter expert for all WFM-related inquiries and initiatives.</li><li>
Lead or participate in cross-functional projects aimed at improving operational efficiency and optimizing WFM processes.</li><li>
Mentor and provide guidance to junior WFM analysts, fostering their professional growth and development.</li><li>
Stay abreast of industry best practices, new technologies, and WFM trends to continuously improve our capabilities.</li></ul><h4 class="jobSectionHeader">
REQUIREMENTS</h4><ul><li>
Demonstrated expertise in forecasting, scheduling, and real-time management principles.</li><li>
Advanced proficiency with WFM software suites, preferably Calabrio</li><li>
Exceptional analytical and problem-solving skills, with the ability to work with large datasets.</li><li>
Advanced skills in Microsoft Excel (e.g., pivot tables, VLOOKUP, complex formulas).</li><li>
Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.</li><li>
Proven ability to work independently and as part of a team in a fast-paced, dynamic environment.</li><li>
Must reside in the US and have authorization to work in the United States as specified by the USCIS Form I-9</li></ul><h4 class="jobSectionHeader">
EDUCATION &amp; EXPERIENCE</h4><ul><li>
Bachelor&rsquo;s degree preferred, but not required.</li><li>
Minimum 5-7 years of experience in Workforce Management within a high-volume contact center environment.</li><li>
Experience with business intelligence tools (e.g., Tableau, Power BI).</li><li>
Experience with multi-channel and/or global contact center operations.</li><li>
Experience with Five9 Call Center or other automated dialer software preferred.</li><li>
Certification in a relevant field (e.g., Six Sigma, Lean) preferred.</li><li>
Knowledge of SQL or other database query languages is a plus.</li></ul> 
Compensation: $85,000-$100,000 annually, depending on experience. 
Work Location: Remote 
This job description does not include every duty or responsibility. This is just a general description and is subject to change at the supervisor's discretion.
This is not a contract of employment. Everyone is responsible for reading and complying with all duties, requirements, and responsibilities contained herein, and any subsequent revisions.
Americor is an Equal Opportunity Employer; we prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. 
#LI-JR1
As3hffPDcC</div>

Principal Workforce Management Analyst

INTELCIA

<div>
 
 
 About the Company:
 
 
 
 
 
 
 Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.
 
 
 
 
 
 
 About the Role:
 
 
 
 
 
 
 The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting on real-time contact center performance to ensure service levels are consistently achieved.
 
 
 This role requires quick decision-making, proactive adjustments, and effective communication with operations teams.
 
 
 The RTA ensures workforce adherence, optimizes intraday staffing, and provides actionable insights that support operational excellence.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 
 
 
 Monitor intraday performance, including call volumes, service levels, shrinkage, and agent adherence.
 
 
 Manage real-time queue and agent activities to ensure optimal coverage.
 
 
 Adjust intraday schedules and make recommendations to meet service level targets.
 
 
 Communicate with Team Leaders and Operations to address adherence or staffing issues.
 
 
 Provide timely updates to management regarding performance risks and potential impacts.
 
 
 Analyze intraday data, identify trends, and recommend process improvements.
 
 
 Generate and maintain accurate reports on service level performance and intraday adjustments.
 
 
 Collaborate with Capacity Planners and Schedulers to ensure alignment between forecasts and intraday realities.
 
 
 
 
 
 
 Qualifications:
 
 
 
 
 
 
 University Graduate
 
 
 Minimum of 1 year of experience as a Real-Time Analyst / Workforce Specialist.
 
 
 Proficiency in workforce management (WFM) tools or call center software (e.g., NICE, Cisco, Teleopti/Calabrio, Aspect eWFM).
 
 
 Strong proficiency in Microsoft Excel, Tableau, or Amazon Connect for reporting and analysis.
 
 
 Excellent English communication skills.
 
 
 Ability to work in a fast-paced environment and manage multiple priorities.
 
 
 Flexibility to work evenings, weekends, and holidays as required.
 
</div>

Real Time Analyst

Accenture

Skill required: User-Generated Content Moderation - Content management 
Designation: Trust &amp; Safety Analyst 
Qualifications:Any Graduation
 
Years of Experience:3 to 5 years
 
About Accenture 
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
 
What would you do? You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns. Content Moderation analyst will be a supportive role who has a strong understanding of policy and helps with coaching &amp; supporting other agents whenever required. They will be interacting with the Team leads to support their daily activities like huddles, calibrations and performance management of the team and will be responsible to ensure their performance KPIs are achieved. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture&rsquo;s well-being support program, designed specifically for the Trust &amp; Safety community, provides valuable skills to promote individual and collective well-being. &bull; Review, classify and/or remove content according to client guidelines, using specific tools and channels &bull; Understand and remain updated on changing client policies and guidelines &bull; Investigate, resolve, and relay complex content issues to the broader Trust and Safety team 
What are we looking for? &bull; Strong coping, emotional resilience, and stress-management skills &bull; Excellent comprehension, communication skills &bull; Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies &bull; Strong attention to detail &bull; Comfort synthesizing and analyzing information from multiple streams &bull; Strong critical thinking and decision-making skills &bull; Excellent communication and interpersonal skills &bull; Must possess logical reasoning, troubleshooting skills and problem-solving skills &bull; Strong organizational and analytical skills &bull; Demonstrated capacity for critical thinking &bull; Highly organized, detail oriented and result focused &bull; Excellent time management &bull; Good research skills &bull; Masters/Bachelor&rsquo;s degree or equivalent &bull; Preferred to have Lean, Six Sigma &bull; Preferred to have relevant certification as Operations Analyst &bull; Overall 5+ years of experience required in operations domain &bull; 2+ years of experience as an operations analyst or in a similar position &bull; Flexibility and availability for rotational shifts and week offs to cover hours of operations &bull; Knowledge of social media and the technologies that support it &bull; Familiarity with internet policy and content moderation environments &bull; Strong written and spoken communications skills &bull; Ability to work flexibly and to exercise good judgement in a high-pressure environment &bull; Comprehensive knowledge of tools, concepts, and associated methodologies of QA &bull; Experience in metric driven rigorous process for an operations service &bull; Experience in Monitoring and analyzing reports and making recommendations on actions (Good to have) &bull; Superior time management skills and ability to meet deadlines with minimum supervision &bull; Experience using Microsoft Office (Outlook, PowerPoint, Excel, Word) &bull; Willingness to work with sensitive issues, including but not limited to: &bull; Adult content, Religious and philosophically sensitive issues, alcohol, tobacco, weapons, and other potentially offensive products.
 
Roles and Responsibilities: &bull; Develop and maintain agent schedules based on forecasted staffing requirements. &bull; Collaborate with Operations to manage shift bids, PTO requests, and schedule changes. &bull; Analyze intraday, daily, and weekly data to identify scheduling gaps and recommend staffing adjustments. &bull; Coordinate and plan for holidays, special events, training sessions, and other non-productive time (NPT). &bull; Track and report on Scheduling Coverage, Forecast accuracy etc. &bull; Maintain clear and timely communication with relevant stakeholders regarding staffing and schedule changes. &bull; Flexible to work rotational shifts and week offs. &bull; Prepare and present WFM reports and insights to stakeholders and leadership teams. &bull; Drive continuous improvement in WFM processes, tools, and systems.
 
Any Graduation

Trust & Safety Analyst

Btech

<div>Job Summary
The WFM Specialist is responsible for forecasting, scheduling, and real-time monitoring of workforce resources to ensure optimal staffing levels and service delivery. This role supports operational efficiency by analyzing trends, managing schedules, and collaborating with cross-functional teams to meet performance targets.
Key Responsibilities Forecasting &amp; Planning<ul>
<li>
Analyze historical data and trends to create accurate short- and long-term forecasts for call volumes, staffing needs, and workload.</li>
<li>Collaborate with operations and HR to plan headcount requirements based on business needs and seasonal fluctuations.</li>
</ul>
Scheduling &amp; Optimization<ul>
<li>
Develop and maintain agent schedules to ensure adequate coverage across shifts and channels.</li>
<li>Optimize shift patterns and breaks to balance service levels, productivity, and employee satisfaction.</li>
<li>Coordinate time-off requests, shift swaps, and schedule changes in alignment with business rules.</li>
</ul>
Real-Time Monitoring<ul>
<li>
Monitor intraday performance and staffing levels to identify gaps or overages.</li>
<li>Adjust schedules and reallocate resources in real time to maintain service level agreements (SLAs).</li>
<li>Communicate with team leaders and supervisors to resolve attendance or adherence issues.</li>
</ul>
Reporting &amp; Analysis<ul>
<li>
Generate daily, weekly, and monthly reports on staffing, adherence, occupancy, and performance metrics.</li>
<li>Provide actionable insights to improve forecasting accuracy and operational efficiency.</li>
<li>Support post-mortem analysis of staffing-related issues and recommend improvements.</li>
</ul>
Collaboration &amp; Support<ul>
<li>
Work closely with HR, Training, and Operations to support hiring, onboarding, and ramp-up planning.</li>
<li>Participate in WFM system updates, testing, and process improvements.</li>
<li>Train new team members on WFM tools and procedures as needed.</li>
</ul>
Requirements<ul>
<li>
Bachelor's degree in any field</li>
<li>&#65279;&#65279;1+ years of experience in WFM within a call center</li>
<li>&#65279;&#65279;Analytical thinker with attention to detail</li>
<li>&#65279;&#65279;Excellent communication and coordination skills</li>
</ul>
Benefits<ul>
<li>
Bonus for top achievers up to 3k</li>
<li>Referral program up to 2k</li>
<li>Social and Medical insurance</li>
<li>annual bonus</li>
</ul>
Why Work With Us?<ul>
<li>
&#65279;&#65279;Join a fast-growing, tech-driven company</li>
<li>&#65279;&#65279;Work in a flexible and innovative environment</li>
<li>&#65279;&#65279;Opportunities for growth in workforce operations Requirements:</li></ul></div>

Workforce Planning & Real-Time Specialist

Amazon.com

<div><h2 class="jobSectionHeader">DESCRIPTION</h2>
Whole Foods Market is looking for a Sr. Business Analyst on our Ecommerce Team in Austin. This role is responsible for leveraging a variety of data platforms and analytical tools to assess and convert data into actionable business insights, and bridge metric performance to levers available to increase performance. This role also recommends changes to increase visibility to performance drivers and generate insights allowing clients to quickly and accurately see how WFM stores, regions, products and processes are performing. Identifies, develops and executes data analyses to uncover areas of business opportunity. 
 
This role is based in our Store Support office in Austin with an expectation of being in the office 5 days a week. 
 
Key job responsibilities 
o Solves the most complex and ambiguous analytical projects on a company-wide basis. 
o Engages with senior leadership to identify and define business critical process improvements. 
o Acts as an advocate for the value and business impact of Business Analysis projects / outcomes to the organization. 
o Develops project plans and schedules, including task assignments, resources, milestones, review points, and reporting requirements. 
o Consultatively delivers data-generated insights and recommendations with the potential for transforming business direction and decision-making. 
o Works with leadership to shape and drive the future direction of WFM retail concepts and practices. 
o Develops new metrics to track the business and uncover previously unforeseen trends. 
o Remains current with industry, process, and technology state-of-the-art. 
o Leads functional continuous process improvement by recommending enhancements and identifying new tools and technologies.<h2 class="jobSectionHeader"> 
BASIC QUALIFICATIONS</h2><ul><li>5+ years of tax, finance or a related analytical field experience</li><li>Bachelor's degree</li><li>Demonstrates thought leadership across a comprehensive range of data sources.</li><li>Advocates and influences company-wide use of state-of-the-art tools.</li><li>Identifies and articulates relationships between business levers across organizations.</li><li>Applies comprehensive understanding of applicable company, departmental, and Retail Operations SOPs.</li><li>Stays informed of technical and professional knowledge and new developments in Business Analysis.</li><li>Provides function-wide process advice and insight.</li><li>Advises Team Members on objective and priority setting.</li><li>Demonstrates exceptional interpersonal communication skills and levels of tact, diplomacy and confidentiality.</li><li>Communicates effectively with all types of audiences, internally and externally, including senior leadership.</li><li>Conveys and consults on complex matters with broad organizational significance.</li><li>Recommends actions or alternatives to be taken by leadership when tax reporting data discloses unfavorable trends, deviations or financial mismanagement.</li><li>Supports a philosophy of &lsquo;shared fate&rsquo;.</li><li>Provides consultation and advice to others within and beyond the team.</li><li>Develops complex solutions to business problems through in-depth analysis and coordination / negotiation with key decision makers.</li><li>Uses experience, innovation, and judgment to make decisions that may be based on partial information.</li><li>Considers enterprise-wide implications of decisions and recommendations.</li><li>Demonstrates strategic understanding of WFM&rsquo;s and supported stores / regions / global business models, objectives, competitive strengths and opportunities.</li><li>Leverages knowledge of customer, market and industry trends and emerging challenges to make business improvement recommendations.</li><li>Demonstrates exceptional knowledge of the WFM product mix, supply base and retail operations.</li></ul><h2 class="jobSectionHeader">
PREFERRED QUALIFICATIONS</h2><ul><li>MBA</li></ul> 
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 
 
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner. 
 
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $106,400/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.</div>

Sr. Business Analyst

<div>
 Job Description : Heads a team of WFM/MIS Supervisors and/or MIS Analysts to support Operations Essential Duties &amp; Responsibilities: Responsible for MIS &amp; WFM Reporting &amp; Service Delivery to Internal &amp; External Customers Manages a MIS team for 3 to 5 clients. Effectively leads and mentor the team to support Ops. Directly manages MIS processes, Client KPIs and Financial performance in a multi-site, multi-platform. Should be well equipped with all WFM related aspects, forecasting, capacity planning. Serves as a checkpoint and reviewer of MIS processes, practices and output. Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution. Ensures the business targets in-terms of KPI/SLA are met along with the financials goals Develop processes, scorecards and performance plans for effective team management. Key Metrics and Scorecard: KPI/SLA Scorecard Ops Feedback Supervisor Feedback Job Specifications (Qualifications, Skills and Experience) Minimum Work Experience: 6 years in Workforce Management in a multi-site, multi-client, BPO environment. 2 years as Manager handling multiple programs of various sizes and complexities. Skills Requirements: Strong sense of personal stake and urgency in day to day management. Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities. Ability to foresee, dissect and fix problems using data-driven approach and common sense. Appetite for challenges; driving projects, improvement opportunities, maturity models etc. Effectiveness in presenting to and persuading different levels in the organization. Experience in creating compelling analysis, reports for clients, internal reviews. Must demonstrate thorough, swift and decisive approach to problem solving. Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired. Must be tactically involved and hands on where needed. Ability to motivate, retain and attract talent. Flexible with extending shifts when needed.
</div>

Manager-Workforce Management-WFM

Curefit

<div>
 
 Curefit Healthcare Pvt Ltd, founded in 2016, is India&rsquo;s largest fitness company and wellness platform. Cult, from the house of Curefit, was established with a mission to make fitness easy, fun and accessible to everyone, and has emerged as a community celebrating the joy of fitness. The brand today offers a range of fitness services ranging from group workouts, gyms and personalized fitness solutions, as well as an expansive selection of quality fitness products for the everyday athlete. The company&rsquo;s vision is to empower everyone towards an active and healthier lifestyle through innovative fitness solutions, enabled by technology.
 
 
 
 
 
 As a Sr Executive in our Contact Center Control Tower, you will be central to ensuring smooth and efficient operations. You'll be responsible for managing MIS, Workforce Management (WFM), and Real-Time Management (RTM) functions. Your key focus will be on monitoring real-time performance, analyzing data to identify trends and issues, deriving actionable insights, and driving course correction to optimize our sales and customer support teams.
 
 
 
 
 
 
 Roles &amp; Responsibilities
 
 
 
 
 
 <ul>
 <li>
 MIS &amp; Reporting: Develop and maintain key performance reports and dashboards. Ensure data accuracy for decision-making.
 </li>
 <li>
 Workforce Management (WFM): Oversee scheduling, forecasting, and capacity planning to meet operational needs.
 </li>
 <li>
 Real-Time Management (RTM): Monitor live contact center activity and agent performance. Identify and address immediate operational challenges.
 </li>
 <li>
 Real-Time Monitoring: Continuously track key metrics and agent adherence to schedules. Flag deviations and escalate as needed.
 </li>
 <li>
 Data Analysis &amp; Insights: Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.
 </li>
 <li>
 Course Correction: Based on real-time observations and data analysis, recommend and implement immediate adjustments and long-term solutions to enhance efficiency and KPIs.
 </li>
 <li>
 Collaboration: Work closely with operations managers, team leaders, and other stakeholders to ensure alignment and effective strategy execution.
 </li>
 </ul>
 
 
 
 
 Qualifications:
 
 <ul>
 <li>
 Bachelor's degree in a relevant field.
 </li>
 <li>
 Proven experience (typically 3+ years) in contact center operations, directly involved in MIS, WFM, and/or RTM.
 </li>
 <li>
 Strong analytical and problem-solving skills.
 </li>
 <li>
 Proficiency in data analysis tools (e.g., Excel, Google Sheets, and SQL is a plus) and contact center technology.
 </li>
 <li>
 Ability to interpret data, identify trends, and translate findings into actionable steps.
 </li>
 <li>
 Excellent communication and collaboration skills.
 </li>
 <li>
 Understanding of key contact center metrics and KPIs.
 </li>
 <li>
 Ability to work effectively in a fast-paced, real-time environment.
 </li>
 </ul>
 
 
</div>

Data Analyst

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