Workforce Management Senior Analyst
New
India, 24x7 operationsFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- ErlangMicrosoft Power BITableau
Requirements
- 5+ years of experience in Workforce Management, capacity planning, forecasting, or enterprise resource planning.
- Strong knowledge of contact center operations and scheduling methodologies.
- Advanced Excel proficiency (pivot tables, complex formulas, manual workforce calculations).
- Hands-on experience with tools such as Calabrio; Teleopti experience is a plus.
- Experience with Power BI or Tableau is an advantage.
- Strong analytical thinking and problem-solving skills.
- Excellent verbal and written communication skills in English.
- Ability to manage competing priorities and meet strict deadlines.
- Availability for 24x7 operations when required.
Responsibilities
- Collect, analyze, and interpret staffing and utilization data to identify trends, gaps, and surplus.
- Develop and maintain forecasting and scheduling models, including intra-day pattern reporting and capacity planning.
- Support weekly and monthly performance reporting with actionable insights.
- Collaborate with operations managers and stakeholders to support staffing alignment and service level objectives.
- Lead or contribute to capacity planning discussions and resource allocation calls.
- Perform advanced workforce calculations such as AHT profiling, FTE/headcount planning, and occupancy modeling.
- Monitor staffing performance and recommend improvements for efficiency.
View Full Description & ApplyYou'll be redirected to the employer's site
