Senior Analyst - Workforce Management - BPO/Shared Services/Contact Center

Key Responsibilities:

- Develop forecasts and capacity models based on historical data and business inputs.

- Analyze historical trends to predict future call/transaction volumes.

- Prepare and maintain capacity plans; review and track actual vs. projected performance.

- Ensure all reports generated are accurate, relevant, and reliable.

- Conduct root cause analysis to explain forecast variances and recommend improvements.

- Manage and track resource headcount movements including attrition, new hires, and internal transfers.

- Maintain and ensure accuracy of headcount databases and align them with operations.

- Collaborate with operations teams to analyze data and improve workforce efficiency.

- Provide insights on shrinkage, occupancy, and utilization metrics to optimize resource deployment.

- Support special projects and ad-hoc analysis as assigned by management.

Skills & Competencies:

- Strong knowledge of Workforce Management concepts (forecasting, scheduling, capacity planning).

- Hands-on experience with WFM tools and MS Excel (advanced).

- Analytical mindset with ability to interpret data and present actionable insights.

- Strong understanding of attrition, shrinkage, utilization, and occupancy metrics.

- Excellent communication and stakeholder management skills.

- Attention to detail and ability to work in a fast-paced environment.

Experience:

- Minimum 3+ years of relevant experience in Workforce Management, preferably in BPO/Shared Services/Contact Center environments.

- Proven experience in forecasting, scheduling, and capacity planning.

- Exposure to WFM tools (e. , IEX, Aspect, Verint, NICE, or similar) is highly desirable

Mandatory Screening Questions