WFM Analyst

Location: Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time
Experience: 4+ Years

Role Overview

We are seeking a WFM Analyst with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center. This role blends WFM expertise with advanced Excel-driven data analysis, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.

Key Responsibilities

• Workforce Management & Real-Time Operations
• Forecast call / lead volumes and plan short & long-term manpower
• Create schedules, rosters, and shrinkage plans for US time zones
• Manage real-time adherence (RTA) and intraday adjustments
• Monitor absenteeism, utilization, OT/VTO, and occupancy
• Support new hire ramp-up and batch productivity tracking
  <...