Description
We are seeking a Senior WFM Analyst to join our team in Mumbai. The ideal candidate will have 3-8 years of experience in workforce management in the Indian job market context. The candidate should be analytical, detail-oriented, and have strong communication skills. The Senior WFM Analyst will be responsible for managing and forecasting contact center volumes, scheduling and real-time adjustments, and providing insights to improve operational efficiency.
Responsibilities
- Develop and maintain accurate volume and staffing forecasts for the contact center
- Create efficient schedules that maximize agent productivity and adherence to service level goals
- Monitor real-time performance and make necessary adjustments to ensure service level goals are met
- Provide insights and recommendations to improve operational efficiency and customer experience
- Develop and maintain dashboards and reports to track key performance metrics
- Collaborate with other teams to ensure alignment and consistency in forecasting and scheduling processes
Skills and Qualifications
- 3-8 years of experience in workforce management in the Indian job market context
- Bachelor's or Master's degree in a related field
- Strong analytical and problem-solving skills
- Proficiency in workforce management software such as Verint, Aspect, or Genesys
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong attention to detail and ability to manage multiple priorities
- Experience in a contact center environment is a plus
