WFM Analyst

Eligibility:

1) Bachelor’s degree or equivalent in any field.

2) Excellent communication & presentation skills

3) 2–4 years of experience in Workforce Management

Key Requirements:

• Scheduling & RTA –
• Manage AHT, shrinkage, leaves, breaks, training, coaching, and meeting schedules and adherence.
• Publish and maintain weekly/monthly schedules and rosters.
• Monitor queues, breaks, and agent adherence in real time.
• Take corrective actions during intraday deviations (e.g., modifying skilling, overtime, VTO).

• Reporting & Analytics –
• Generate daily, weekly, and monthly WFM reports (AHT, ACD hours, adherence, Sentiments, Recontact etc.)
• Maintain data accuracy across WFM systems (e.g., CMS Avaya, NICE WFM)
• Inventory Management – (Seat & locker allocation, headset, MTC and thin clients tracking...