Business Analyst - Workforce Manager

Inviting applications for the role of Business Analyst, Work Force Manager!

Responsibilities

Scheduling & Staffing

• Create and maintain employee schedules to ensure optimal coverage across all business functions.

• Balance productivity, service level goals, shrinkage, and agent preferences while designing schedules.

• Coordinate real-time adjustments and intraday schedule changes based on business needs.

• IEX Knowledge is Must

Real-Time Management (RTM)

• Monitor queues, SLAs, and occupancy to maintain operational performance.

• Execute intraday decision-making such as skilling, pull-outs, overtime, and breaks optimization.

• Alert operations about performance deviations and drive corrective actions.

Reporting & Analytics

• Preparing Power BI Reports

• Design, automate, and publish daily/weekly/monthly WFM reports.

• Provide actionable insights to management using KPI dashboards (AHT, SLA, Adherence, Shrinkage, Forecast Accuracy, etc.).

• Collaborate with cross-functional teams to drive performance improvements.

Tools & Technical Expertise

• Expertise in Power BI to create impactful dashboards and visualizations.

• High proficiency in MS Excel, PowerPoint, and other MS Office tools for data handling and presentations.

• Experience in IEX .

Operational Collaboration

• Partner with operations, HR, training, and leadership to support staffing and productivity decisions.

• Develop capacity models and business cases for hiring, training, and headcount planning.

• Support continuous improvement initiatives and contribute to strategic transformation projects.

Qualifications we seek in you!

Minimum Qualifications

• Graduate in Any stream

Preferred Qualifications/ Skills

• WFM Professional with Relevant experience.