workforce management 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>

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

<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

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

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)

AHU Technologies

<div>Job Description: 
 
Short Description: Provide support for Time Management and Labor, HRIS implementations, upgrades, testing and post-launch optimization. 
 
 
Complete Description:
 
Job Summary: 
 
Human Resources Business Analyst 
<ul><li>Provide support for Time Management and Labor, HRIS implementations, upgrades, testing and post-launch optimization and maintenance to include UKG Pro Workforce Management, UKG Human Resources Service Delivery, Ga@Work, HR Dashboards, Cross Reference Tables (CRT).</li><li>Complete roll-out of HRSD (digital files) Pro WFM, and Workforce Advanced Scheduler to remaining hospital locations and respond to SAO requests for data migration and clean ups related to the implementation of GA@Work.</li><li>SME for assigned areas of responsibility to include but is not limited to UKG Pro WFM, Advanced Scheduler, HRSD, and Ga@Work.</li><li>Analyzes information to determine the nature and extent of customer requirements and concerns.</li><li>Performs systems integration and UAT testing as assigned.</li><li>Performs data imports and exports within prescribed timeframes, conducts routine checks for quality assurance and data integrity.</li><li>Maintains and updatesCRTs, look up tables, reference materials, and structures to support change(s) in configuration, business rules, organizational set up, interfaces, and/or system access.</li><li>Responds to customer inquiries in a timely manner.</li><li>Works with IT and other stakeholders to resolve problems and provide solutions.</li><li>Assists in the development of standards and procedures.Keeps abreast of changes within the business community.</li></ul>
 
Preferred Qualifications 
<ul><li>Bachelor&rsquo;s degree in related field, PMP certification.</li><li>Must demonstrate a minimum of 3 years&rsquo; business analyst experience working within an enterprise system supporting 4000+ employees and staff.</li><li>Expert user of Power BI and Microsoft Office.</li></ul> 
 
Technical Skills: 
<ul><li>Experience with Power BI</li><li>Microsoft applications</li><li>Experience with a project team responsible for roll out or migration of data at enterprise level</li><li>General experience with excellent customer, problem solving, documentation and follow-up skills.</li><li>PMP certification (MUST UPLOAD ACTIVE CERTIFICATION)</li><li>Business analyst</li></ul> 

Flexible work from home options available.</div>

IT Business Analyst- Atlanta, Georgia

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