workforce analyst

Motive

<div><div>Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers &ndash; from Fortune 500 enterprises to small businesses &ndash; across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.</div><div>
About the Role:

As a Workforce Analyst, you will play a critical role within our delivery teams, optimizing workforce management strategies to enhance operational efficiency. You will leverage your analytical skills to support both frontline staff and management in achieving service-level objectives while adapting to the dynamic demands of the contact center environment.

What You&rsquo;ll Do:
<ul>
<li>Provide comprehensive support to operational teams, ensuring the seamless delivery of KPIs through effective workforce management practices.</li>
<li>Develop and maintain operational reports, including Client SLA reports, Daily &amp; Real-Time adherence reports, and Outage reports.</li>
<li>Utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance.</li>
<li>Conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation.</li>
<li>Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.</li>
<li>Monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions.</li>
<li>Adjust active schedules as needed based on real-time staffing levels and operational demands.</li>
<li>Assist in training and mentoring junior workforce associates to enhance team performance and cohesion.</li>
</ul>
What We&rsquo;re Looking For:
<ul>
<li>Minimum 2 years of experience in workforce management or a related field (Must have).</li>
<li>Proficient in MS Office 365, Google Suite, Salesforce (CRM), and Genesys (Must have).</li>
<li>Strong analytical and problem-solving skills, with a proven ability to manage reporting and visibility into workforce management metrics (KPIs) (Must have).</li>
<li>Experience with volume forecasting, staff scheduling, and real-time queue management (Must have).</li>
<li>Familiarity with Workforce Optimization platforms (WFO) such as NICE, Calabrio, Verint, or Playvox (Good to have).</li>
<li>Excellent written and verbal communication skills (Must have).</li>
<li>Strong knowledge of customer care processes and techniques (Must have).</li>
<li>Ability to work collaboratively with cross-functional teams and manage stakeholder expectations (Must have).</li> 
</ul></div><div>
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

#LI-Remote</div></div>

Workforce Analyst

3ghrservices

Greetings from 3GHR Services!!We are Hiring for &quot;Workforce Management Analyst&quot;Role: Workforce Management Analyst - (BPO/KPO) Experience: 1+ Yrs Qualification: Graduation Salary: Upto 5.0 LPA Location: Uppal, Hyderabad 5 Days Working, Night Shifts 2 Way Cab ProvidedJob Summary The Workforce Management (WFM) Analyst &ndash; Inbound Operations is responsible for ensuring that staffing levels and schedules are optimized to meet service level and productivity goals. This role focuses on forecasting, scheduling, real-time management, and performance reporting to support efficient call centre operations. Key Responsibilities 1. Forecasting &amp; Capacity Planning Analyze historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs.<ul><li>Develop short-term, mid-term, and long-term capacity plans in line with business growth and seasonal variations.</li><li>Maintain and update headcount and capacity plans in coordination with Operations and HR.</li><li>2. Scheduling</li><li>Create and maintain optimal agent schedules ensuring adequate coverage across shifts, queues, and skill types.</li><li>Factor in planned shrinkage (leaves, training, meetings) while maintaining service level targets.</li><li>Manage shift swaps, overtime, and time-off requests balancing operational efficiency and employee needs.</li></ul>3. Real-Time Management (RTM)4. Reporting &amp; Analytics5. Stakeholder CollaborationSkills &amp; Qualifications<ul><li>Monitor inbound queues, agent adherence, and service levels throughout the day.</li><li>Take proactive intraday actions to correct staffing gaps (e.g., adjust breaks, reassign agents, or approve overtime).</li><li>Communicate real-time performance trends and SLA risks to Operations and Leadership.</li><li>Prepare and publish daily, weekly, and monthly reports covering service levels, forecast accuracy, and occupancy.</li><li>Conduct variance analysis between forecasted and actual metrics to identify improvement opportunities.</li><li>Provide insights to enhance forecast precision and optimize workforce utilization.</li><li>Partner with Operations, Training, and HR to ensure alignment between staffing plans and business goals.</li><li>Contribute data-driven recommendations during business reviews and performance discussions.</li><li>Graduate degree in any discipline.</li><li>1&ndash;5 years of experience in Workforce Management for inbound contact centre operations(Customer Service / Technical Support).</li><li>Strong understanding of call centre metrics &ndash; SLA, AHT, Occupancy, Adherence, and Shrinkage.</li><li>Hands-on experience with WFM tools (e.g., NICE IEX, Verint, or similar).</li><li>Advanced proficiency in MS Excel (Pivot Tables, Lookups, Formulas, Dashboards).</li><li>Excellent analytical, problem-solving, and communication skills.</li></ul>Job Type: Full-timePay: &#8377;300,000.00 - &#8377;500,000.00 per yearWork Location: In person

Workforce Management Analyst

<div>
 
 
 Job Overview
 
 
 
 
 
 
 The role of a WFM Analyst is to support the workforce management function within an organization by
 
 
 analyzing data, forecasting workload, and optimizing resource allocation through to support the
 
 
 achievement of KPI and organizational objectives.
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 
 Data Analysis, Forecasting and Financial Analysis:
 
 <ul>
 <li>
 Tracking and analyzing historical data, trends, and patterns to forecast workload
 </li>
 </ul>
 
 
 
 
 Staffing and Scheduling:
 
 <ul>
 <li>
 Develop employee schedules based on forecasted workloads, service level targets, and
 </li>
 </ul>
 
 productivity requirements.
 
 <ul>
 <li>
 Consider factors such as call volumes, customer demand patterns, staffing constraints, and
 </li>
 </ul>
 
 employee availability to create efficient and effective schedules.
 
 
 
 
 
 Workforce Optimization:
 
 <ul>
 <li>
 Optimize workforce utilization by balancing staffing levels and skill sets to match workload
 </li>
 </ul>
 
 fluctuations
 
 <ul>
 <li>
 Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling
 </li>
 </ul>
 
 costs
 
 
 
 
 
 System Management and Maintenance:
 
 <ul>
 <li>
 Managing and maintaining workforce management systems and software tools.
 </li>
 <li>
 Updating employee records, configuring scheduling parameters, troubleshooting system issues,
 </li>
 </ul>
 
 and collaborating with IT teams for system enhancements.
 
 
 
 
 
 Analytical Support and Projects:
 
 <ul>
 <li>
 Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforce
 </li>
 </ul>
 
 management.
 
 <ul>
 <li>
 Conducting research, providing insights, and participating in cross-functional teams to support
 </li>
 </ul>
 
 organizational objectives
 
 
 
 
 
 Communication and Collaboration:
 
 <ul>
 <li>
 Collaborating with various stakeholders to gather information, align objectives, and ensure
 </li>
 </ul>
 
 effective coordination in workforce management efforts.
 
 <ul>
 <li>
 Providing support and guidance to Operations Supervisors and employees regarding scheduling-
 </li>
 </ul>
 
 related matters
 
 
 
 
 
 Training and Knowledge Sharing:
 
 <ul>
 <li>
 Attend recurrent training published by the Client/Company on a regular basis.
 </li>
 <li>
 Sharing knowledge and providing support to enhance understanding and compliance with
 </li>
 </ul>
 
 workforce management policies and procedures
 
 
 
 
 
 Compliance and Policy Adherence:
 
 <ul>
 <li>
 Ensuring adherence to labor laws, regulations, and company policies internal and external
 </li>
 </ul>
 
 Standards.
 
 
 
 
 
 
 
 
 
 Required Qualifications
 
 
 
 
 
 
 Education and Specific Training
 
 
 
 
 <ul>
 <li>
 College Degree in Business Administration or another relevant field is preferred
 </li>
 <li>
 English B2 or C1
 </li>
 </ul>
 
 
 
 
 
 
 
 Work Experience
 
 
 
 
 <ul>
 <li>
 Previous call center or related experience is desirable
 </li>
 </ul>
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 
 
 Technology
 
 <ul>
 <li>
 Usage of OS MS Windows / MS Office
 </li>
 <li>
 Ability to use the desktop computer system
 </li>
 <li>
 Ability to use Internet applications
 </li>
 <li>
 Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </li>
 <li>
 Experience managing in Customer Experience Management operations (preference).
 </li>
 </ul>
 
 
 
 
 Soft Skills
 
 <ul>
 <li>
 Excellent written and verbal communication:
 </li>
 <li>
 Ability to communicate correctly and clearly Comprehension
 </li>
 <li>
 Ability to clearly understand a problem statement Good Problem Solving
 </li>
 <li>
 Strong Math skills
 </li>
 <li>
 Strong troubleshooting
 </li>
 <li>
 Leadership ability to approach problems logically
 </li>
 <li>
 Analytical
 </li>
 <li>
 Ability in Self-assessment
 </li>
 <li>
 Real-Time Management Reporting
 </li>
 <li>
 Knowledge of KPI&rsquo;s
 </li>
 </ul>
 
 
</div>

Amazon Web Services

<div><h2 class="jobSectionHeader">DESCRIPTION</h2><div>
IT Services Variable is looking for a Workforce Analyst who can be a part of a fast-paced capacity planning and workforce management team. The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential. A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort. 
 
In this role, you will support the delivery of service levels and productivity targets for all skills/sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.
 
Responsibilities include: 
<ul><li>On-going generation, creation, and maintenance of accurate data/reporting</li><li>Run &ldquo;what-if&rdquo; scenarios for staffing</li><li>Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance.</li><li>Support the production, communication, &amp; implementation of service level action plans</li><li>Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels</li><li>Work with operational and support teams to effectively plan non-productive time (NPT)</li><li>Ensure accurate recording and reporting of metrics</li><li>Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies</li><li>Work closely with leadership to identify &ldquo;hot spots&rdquo; and take appropriate actions to minimize any impacts</li><li>Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner</li><li>Evaluate and implement opportunities for improving workflow processes and automation of processes</li><li>Monitor adherence to productivity and SLA</li></ul> 
About the team 
Global Workforce Planning (GWP) is a team responsible for ensuring support teams have the right people, in the right place, at the right time to provide support for customers. GWP facilitates the end-to-end process from planning to execution in partnership with stakeholders. 
This process starts with planning, followed by scheduling, and real time monitoring. GWP works with leadership across all regions to ensure our production staff is available to meet customer demand.</div><h2 class="jobSectionHeader">
BASIC QUALIFICATIONS</h2><ul><li>Experience demonstrating problem solving and root cause analysis</li><li>Experience writing complex Excel VBA macros</li><li>Experience defining requirements and using data and metrics to draw business insights</li><li>Experience using hard data and metrics to back up assumptions and concepts</li></ul><h2 class="jobSectionHeader">
PREFERRED QUALIFICATIONS</h2><ul><li>Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages</li><li>Experience in Excel (macros, index, conditional list, arrays, pivots, lookups)</li></ul> 
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.</div>

ITS Workforce Analyst (GWP), Global Workforce Planning (GWP)

<div>
 
 
 Position Overview:
 
 
 
 
 
 
 The WFM Scheduling Analyst will be responsible for the schedules of the employees in the company, essentially for those who are working as Operations Customer Experts. As the workflow in the company changes in a daily and weekly period, it's important to know
 
 
 which employees are available to work and which skills they have to choose the best work schedule and the best workplace for each one. The main goal is to maximize the
 
 
 productivity of the company and the employees&rsquo; satisfaction.
 
 
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Automatic allocation of schedules to Operations Customer Ex in order to ensure operational service levels, to meet legal requirements and achieve resource optimization.
 </li>
 <li>
 Analyze requirements about how many employees are needed for each workplace.
 </li>
 <li>
 Discusstheworkingschedulesoftheemployeeswithmanagers.
 </li>
 <li>
 Provide help with the updating of databases with relevant information about employees.
 </li>
 <li>
 Create and validate working schedules, assuring support in solving schedules deviations; elaboration of permanent schedules; Customer Services Representatives selection for new projects training and for on-going projects.
 </li>
 <li>
 Schedule employees for training programs in case the company selects employees for a workplace that requires new skills andknowledge.
 </li>
 <li>
 Interact with other departments in order to improve or maximize the project(s) results.
 </li>
 <li>
 Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Communicate any known infractions of the Corporate Policies and procedures to Teleperformance Management immediately
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Required Qualifications:
 
 
 
 
 
 <ul>
 <li>
 Higher Education Degree&ndash;preferential.
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Up to two years on Contact Center&rsquo;s and shared services for international markets and/or related industries.
 </li>
 </ul>
</div>

Workforce Scheduling Analyst

AML RightSource

<div>Job Description:
About AML RightSource
We are AML RightSource, the leading technology-enabled managed services firm focused on fighting financial crime for our clients and the world. Headquartered in Cleveland, Ohio, and operating across the globe, we are a trusted partner to our financial institution, FinTech, money service business, and corporate clients.
Using a blend of highly trained anti-financial crime professionals, cutting-edge technology tools, and industry-leading consultants, we help clients with their AML/BSA, transaction monitoring, client onboarding (KYC), enhanced due diligence (EDD), and risk management needs.
We support clients in meeting day-to-day compliance tasks, urgent projects, and strategic changes. Globally, our staff of more than 4,000 highly trained analysts and subject matter experts is the industry's largest group of full-time compliance professionals. Together with our clients, we are Reimagining Compliance.
Position Summary
As a Workforce Solutions Analyst, you will support our workforce planning efforts for our Managed Services team and contribute to the development and implementation of our global strategy as we go through a period of extreme growth. In this role, you will work with both the Operations and Managed Services teams to analyze data and trends to create detailed workload models, recommend solutions to improve overall operational efficiency, and maintain service level agreements with our clients. Utilizing strong communication skills, you will effectively collaborate with a variety of people and job functions while juggling and accomplishing tasks of moderate to high complexity. You will be working productively in a fast-paced, team-oriented environment.
Primary Responsibilities<ul><li>
Workforce Solutions</li><li>
Support the resourcing process for assigned region including:</li><li>
Ensure staffing needs are met for all engagements across the region by leveraging internal processes and technology to meet client needs.</li><li>
Work closely with the Talent Acquisition, HR, Learning &amp; Development, and Managed Services teams to keep all informed about headcount and skillset needs and timing, receive performance feedback on individuals, and support regional decision-making.</li><li>
Make recommendations for staffing plans to the region's Workforce Solutions Manager.</li><li>
Create client ready resumes.</li><li>
Maintain complex Excel spreadsheets with advanced formulas and macros to streamline resource management operations.</li><li>
Provide ad hoc reporting tailored to the needs of various stakeholders, ensuring accuracy and timeliness.</li><li>
Conduct thorough data validation to ensure the integrity and reliability of the data being utilized.</li><li>
Collaborate with team members to identify areas for process improvements and implement data-driven solutions.</li></ul>
Required Qualifications<ul><li>
BA/BS degree</li><li>
Strong writing and communication skills</li><li>
Meticulous attention to detail</li><li>
1+ years of workforce planning in a consulting, managed service environment</li><li>
Advanced knowledge of MS Excel (indexing, pivot tables, complex functions), NetSuite (imports and reports), and Workday (employee profile information)</li><li>
Experience managing complex projects, clients, partners, and organizations</li><li>
Business acumen and financial (P&amp;L) skills/metrics driven</li><li>
Proactive and self-motivated.</li></ul>
Preferred Qualifications<ul><li>
Working knowledge of AML/BSA and regulatory tech product environments</li><li>
Proven track record of establishing strong, management level customer relationships</li><li>
Strong entrepreneurial spirit, highly collaborative, able to express ideas readily, manage change fluidly, and able to influence and identify opportunities</li></ul>
Normal Working Hours and Conditions
Core business hours are generally 8:00 am &ndash; 5:00 pm. However, this position may require work to be performed outside of normal business hours based on Company operations.
Competencies
Customer Centric<ul><li>
We put the customer's voice at the center of all decision-making.</li><li>
Asking ourselves &quot;will this benefit the customer?&quot; before making any decisions.</li><li>
Using our expertise to guide and support our customers to achieve their goals.</li><li>
Working with other functions and teams to drive business performance for our customers.</li></ul>
ACT on Feedback<ul><li>
Aim to Help: Before giving feedback, be clear on how a specific behavior change will help the individual or the company.</li><li>
Clear Action: Be precise in giving or receiving feedback so that specific inputs can lead to better outcomes.</li><li>
Take Forward: Listen to and consider all feedback provided.</li><li>
Choose to either take this feedback forward or disregard it if it is not helpful to you or your growth.</li></ul><h2 class="jobSectionHeader"> 
AML RightSource is committed to fostering a diverse work environment and is proud to be an equal opportunity employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.</h2>
Recruitment Scam Alerts
We&rsquo;re aware of an increase in recruitment scams where individuals falsely claim to represent AML RightSource. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official AML RightSource communications are conducted through &quot;@amlrightsource.com&quot; email addresses. If you encounter suspicious messages, do not respond.</div>

Workforce Solutions Analyst - Noida, India

<div>
 
 
 Job summary
 
 
 
 The role of a Workforce Management (WFM) Scheduler is to create and maintain employee schedules in alignment with business needs, customer demands, and workforce optimization goals.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 The responsibilities for the position include:
 
 
 Schedule Creation:
 
 
 &bull; Develop employee schedules based on forecasted workloads, service level targets, and productivity requirements
 
 
 &bull; Consider factors such as call volumes, customer demand patterns, staffing constraints, and employee availability to create efficient and effective schedules
 
 
 Workforce Optimization:
 
 
 &bull; Optimize workforce utilization by balancing staffing levels and skill sets to match workload fluctuations
 
 
 &bull; Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling costs
 
 
 Schedule Adherence:
 
 
 &bull; Monitor and manage employee adherence to assigned schedules
 
 
 &bull; Track attendance, breaks, lunch hours, and time-off requests to ensure compliance with the established schedules. and address any deviations
 
 
 System Management and Maintenance:
 
 
 &bull; Managing and maintaining workforce management systems and software tools
 
 
 &bull; Updating employee records, configuring scheduling parameters, troubleshooting system issues, and collaborating with IT teams for system enhancements
 
 
 Real-Time Monitoring:
 
 
 &bull; Continually monitor real-time performance metrics, such as service levels, average handle times, and agent availability
 
 
 &bull; Make timely adjustments to schedules or resource allocation to maintain optimal service levels and address any imbalances or disruptions in operations
 
 
 Schedule Optimization:
 
 
 &bull; Collaborate with WFM Analyst in analyzing historical data, performance metrics, and workforce patterns to identify areas for schedule optimization
 
 
 &bull; Seek ways to improve efficiency, reduce costs, and enhance employee satisfaction while maintaining service levels. This involves adjusting shift patterns, implementing flexible scheduling options, or optimizing breaks and lunch periods
 
 
 Reporting and Analysis:
 
 
 &bull; Generate reports and provide insights as well as propose corrective actions on key workforce metrics, schedule adherence, and performance indicators
 
 
 &bull; Update internal / external reports (employee timekeeping, payroll, costs, revenues, etc.) and tools (internal movements, hiring, termination, etc.)
 
 
 Compliance and Policy Adherence:
 
 
 &bull; Ensuring adherence to labor laws, regulations, company policies, internal and external Standards (or a combination of the above, depending on each department&rsquo;s requirements)
 
 
 
 
 
 
 Job Requirements
 
 
 
 Education and Specific Training
 
 
 &bull; English B2 or above CEFR proficiency level
 
 
 &bull; Studies in fields (business management, human resources) involving WFM procedures and/or data analytics is preferred
 
 
 Work Experience
 
 
 &bull; Previous call center and 6 to 24 months experience in scheduling.
 
</div>

WFM Scheduling Analyst

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