Workforce Management Analyst

Greetings from 3GHR Services!!

We are Hiring for "Workforce Management Analyst"

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 Provided

Job Summary
The Workforce Management (WFM) Analyst – 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 & Capacity Planning
Analyze historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs.

• Develop short-term, mid-term, and long-term capacity plans in line with business growth and seasonal variations.
• Maintain and update headcount and capacity plans in coordination with Operations and HR.
• 2. Scheduling
• Create and maintain optimal agent schedules ensuring adequate coverage across shifts, queues, and skill types.
• Factor in planned shrinkage (leaves, training, meetings) while maintaining service level targets.
• Manage shift swaps, overtime, and time-off requests balancing operational efficiency and employee needs.

3. Real-Time Management (RTM)4. Reporting & Analytics5. Stakeholder CollaborationSkills & Qualifications

• Monitor inbound queues, agent adherence, and service levels throughout the day.
• Take proactive intraday actions to correct staffing gaps (e.g., adjust breaks, reassign agents, or approve overtime).
• Communicate real-time performance trends and SLA risks to Operations and Leadership.
• Prepare and publish daily, weekly, and monthly reports covering service levels, forecast accuracy, and occupancy.
• Conduct variance analysis between forecasted and actual metrics to identify improvement opportunities.
• Provide insights to enhance forecast precision and optimize workforce utilization.
• Partner with Operations, Training, and HR to ensure alignment between staffing plans and business goals.
• Contribute data-driven recommendations during business reviews and performance discussions.
• Graduate degree in any discipline.
• 1–5 years of experience in Workforce Management for inbound contact centre operations(Customer Service / Technical Support).
• Strong understanding of call centre metrics – SLA, AHT, Occupancy, Adherence, and Shrinkage.
• Hands-on experience with WFM tools (e.g., NICE IEX, Verint, or similar).
• Advanced proficiency in MS Excel (Pivot Tables, Lookups, Formulas, Dashboards).
• Excellent analytical, problem-solving, and communication skills.

Job Type: Full-time

Pay: ₹300,000.00 - ₹500,000.00 per year

Work Location: In person