Workforce Management Analyst - Contact Center/BPO/Shared Services

We operate in the Contact Center, BPO and workforce-optimization sector delivering analytics driven staffing and operational excellence for clients across BFSI, Telecom, e-commerce and shared services. This is an on-site role based in India focused on driving forecasting, scheduling and intraday operations to sustain target service levels.

Role & Responsibilities:

- Produce accurate short-, medium- and long-term forecasts and translate them into actionable staffing plans and shift templates.

- Design and maintain agent rosters/schedules to meet SLA targets while optimising occupancy and cost.

- Monitor real-time operationstrack adherence, queue levels and service metricsand implement intraday adjustments to minimise SLA breaches.

- Configure, operate and tune WFM platforms (forecasting, scheduling and adherence modules)

to ensure data integrity and automation.

- Build and automate reports and interactive dashboards using Excel and Power BI; present insights and recommendations to Operations and leadership.

- Conduct root-cause analysis on staffing variances, support shrinkage modelling and

implement continuous-improvement initiatives.

Skills & Qualifications:

Must-Have:

- Verint WFM

- NICE IEX WFM

- Calabrio WFM

- Microsoft Excel

- SQL

- Power BI

- Workforce Forecasting

- Intraday Management

Preferred:

- Teleopti (UKG) WFM

- Tableau

- Python for data automation

Benefits & Culture Highlights:

- On-site role with high ownership of end-to-end WFM processes and career growth in operations analytics.

- Collaborative, data-driven culture with exposure to multiple enterprise clients and large-scale

contact centre operations.

- Opportunities to lead automation projects and to build dashboards that influence operational decisions.

Location: Bengaluru (On-site)

Shift Time: PST hours (Pacific Time - Night rotational shift)