Analyst/Senior Analyst - Workforce Management - BPO

We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst / Senior Analyst to join our growing team in Pune.

This role is ideal for professionals with strong analytical capabilities and hands-on experience in Advanced Excel, MIS reporting, and forecasting models.

The selected candidate will play a key role in delivering actionable insights for resource planning, performance tracking, and operational efficiency in a US shift environment.

Key Responsibilities:

- Prepare, update, and maintain MIS reports for internal teams and leadership to track performance and business KPIs.

- Conduct data analysis using historical and real-time metrics to support business decisions and WFM initiatives.

- Build and refine forecasting models using past performance data, volume trends, seasonality, and workload patterns.

- Leverage Advanced Excel skills (including pivot tables, charts, lookups, conditional formatting, and macros) to automate reports and enhance decision-making.

- Design and manage interactive dashboards and visual reports for real-time workforce planning and monitoring.

- Ensure data accuracy, timeliness, and consistency in all reporting deliverables.

- Collaborate with stakeholders across WFM, operations, and HR to ensure alignment and responsiveness to business needs.

Candidate Requirements:

- 2 to 6 years of experience in Workforce Management, MIS reporting, or similar analytics roles.

- Advanced Excel proficiency is a must.

- Strong understanding of WFM metrics, forecasting principles, trend analysis, and data visualization techniques.

- Good verbal and written communication skills; ability to interact effectively with cross-functional teams.

- Must be currently based in Pune or nearby areas.

- Must be comfortable working US Night Shifts.

Preferred Qualifications (Good to Have):

- Experience in contact center or BPO environments.

- Exposure to WFM tools is an added advantage.

- Familiarity with SQL or any BI tool is a plus