Job Summary
The WFM Analyst I supports day-to-day workforce management activities to ensure optimal staffing, coverage, and service levels across assigned business units. This role focuses on schedule management, intraday monitoring, basic forecasting, real-time adjustments, and reporting. The WFM Analyst I collaborates closely with Operations, QA, Training, and HR teams to improve efficiency and ensure a smooth workflow.
Job Details
Assist in creating and managing staff schedules based on forecasted workloads.
Publish schedules, manage shift bids, and update PTO/leave requests.
Ensure accurate reflection of schedules in WFM tools.
Monitor real-time adherence (RTA), queue performance, and workload volume.
Flag operational risks and deviations to WFM Specialist II or Supervisor.
Consolidate operational data for daily/weekly performance dashboards.
Verify data accuracy and escalate discrepancies for correction.
Maintain data integrity in WFM tools.
Support basic troubleshooting and escalate system issues as needed.
Provide schedule or coverage updates to Operations and Team Leads.
Communicate intraday changes (reroutes, queue priorities, staffing adjustments).
Work with Training, QA, HR, and Ops on upcoming events impacting capacity.
Maintain up-to-date documentation for scheduling processes, intraday workflows, and reporting standards.
Help identify improvement opportunities for WFM processes
Requirements
Degree in Business, Mathematics, Statistics, Operations, or related field preferred.
Workforce Management or analytics-related training is an advantage
Minimum 1 - 2 years' experience in WFM, operations support, or in the BPO sector.
Exposure to WFM systems
Analytical thinking.
Time management and prioritization.
Accuracy and attention to detail.
Communication and coordination skills.
Problem-solving.
Process adherence and discipline.
Willingness to learn WFM tools and methodologies
We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.