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Job Description: WFM Analyst
Department: Workforce Management
Designation: Analyst / WFM Analyst
Role Summary
The WFM Analyst is responsible for supporting workforce planning activities for contact center or service desk operations. This role focuses on realtime monitoring, schedule adherence, reporting, and ensuring operational efficiency using workforce management tools.
Key Responsibilities
RealTime Management (RTM)
- Monitor queues, SLAs, AHT, shrinkage, and staffing levels in real time.
- Raise alerts to stakeholders for SLA risks or deviations.
- Recommend immediate corrective actions such as skill changes, break optimization, or overtime requests.
Scheduling & Forecasting Support
- Assist in generating weekly & monthly schedules.
- Track leaves, shift requests, and schedule changes.
- Support analysts/leads with basic volume and staffing forecasts.
Reporting & MIS:
- Prepare daily/weekly/monthly performance reports.
- Maintain dashboards on service level, staffing, adherence, absenteeism, and occupancy.
- Ensure accuracy and timeliness of all WFM reports.
Adherence & Performance Monitoring
- Track agent/associate schedule adherence and outofpattern behavior.
- Highlight nonadherence trends to operations & HR.
- Provide suggestions to improve workforce discipline.
Stakeholder Communication
- Share hourly, intraday, and endofday updates with Ops, Quality, and Training teams.
- Coordinate with team leads to ensure staffing sufficiency for peak hours.
Tools & System Usage:
- Work on WFM tools such as Avaya CMS, IEX, NICE, Verint, Aspect, or accountspecific platforms.
Maintain and update workforce databases.
Required Skills & Qualifications
- Bachelor's degree in any discipline.
- 3-6 years of experience in WFM / MIS / contact center operations.
- Proficiency in MS Excel (VLOOKUP, Pivot Tables, basic formulas).
- Understanding of basic WFM conceptsforecasting, scheduling, shrinkage, RTA.
- Good analytical and numerical abilities.
- Strong communication and coordination skills.
Preferred Skills (Good to Have)
- Knowledge of any WFM tool: NICE/IEX/Verint/Genesys/Aspect.
- Exposure to contact center KPIs and SLA metrics.
- Ability to manage and analyze large datasets.
Key Performance Indicators (KPIs)
- Realtime SLA management accuracy
- Reporting accuracy and timeliness
- Schedule adherence improvement
- Intraday forecast accuracy
- Effective communication updates to stakeholders.
