Gainwell Technologies - Analyst - Workforce Management

Workforce Management Analyst

Summary :

A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-time adherence, analyzing performance data, and ensuring compliance with labor laws, all while optimizing productivity and service levels within the team they manage.

Your role in our mission:

- Strong analytical skills and ability to interpret data

- Excellent communication and interpersonal skills

- Proficiency with workforce management software

- Understanding of labor laws and compliance requirements

- Problem-solving and decision-making abilities

- Proficiency with telephony routing solutions

- Proficiency with Excel and Power BI

What We're Looking For:

Forecasting and Staffing:

- Analyze historical data to predict future call volume and staffing requirements for locked forecasts.

- Develop staffing plans based on forecasted demand and business goals.

- Adjust staffing levels based on real-time fluctuations in demand.

Scheduling and Allocation:

- Create employee schedules that align with forecasted demand and labor constraints.

- Optimize shift patterns to maximize efficiency and minimize costs.

- Manage employee time off requests and ensure adequate coverage during peak periods.

Performance Monitoring and Coaching:

- Monitor real-time adherence to schedules and performance metrics.

- Identify areas for improvement and provide coaching to employees.

- Conduct performance reviews and provide feedback.

Data Analysis and Reporting:

- Analyze workforce data to identify trends and opportunities for optimization.

- Generate reports on key performance indicators (KPIs) related to workforce management.

- Present data insights to management to inform decision-making.

Compliance Management:

- Ensure compliance with labor laws and company policies regarding scheduling and overtime.

- Monitor employee time and attendance to prevent violations.

What You Should Expect In This Role:

- Strong analytical skills and ability to interpret data

- Excellent communication and interpersonal skills

- Proficiency with workforce management software

- Understanding of labor laws and compliance requirements

- Problem-solving and decision-making abilities

- Proficiency with telephony routing solutions

- Proficiency with Excel and Power BI

Remote Work Environment

Shift Timing : 4:30 PM - 4:30 AM (IST - 9 hrs Shift)