Job Summary

We are seeking a detail-oriented and analytical Workforce Analyst to support workforce management activities within our Contact Center operations. The successful candidate will be responsible for forecasting, scheduling, real-time monitoring, and performance reporting to ensure optimal staffing levels and achievement of service level targets. The role requires strong analytical skills, advanced Excel proficiency, and experience working in a fast-paced call center environment.

Key Responsibilities

• Develop short-term and long-term forecasts based on historical trends, call volumes, and business requirements.
• Create and maintain staff schedules to ensure adequate coverage and operational efficiency.
• Monitor real-time performance, including service levels, occupancy, adherence, and queue performance.
• Identify staffing gaps and recommend corrective actions to meet operational KPIs.
• Analyse contact centre performance metrics and provide actionable management insights.
• Prepare and distribute daily, weekly, and monthly workforce and operational reports.
• Manage workforce planning activities, including staffing requirements and capacity planning.
• Track and report key performance indicators (KPIs) such as Service Level, AHT, Occupancy, Shrinkage, and Forecast Accuracy.
• Collaborate with Operations, Training, Quality, and HR teams to support workforce initiatives.
• Maintain workforce management systems and ensure data accuracy.
• Support continuous improvement initiatives to enhance productivity and customer experience.
• Develop automated reports and dashboards using Excel and other reporting tools.

Qualification Required

Bachelor’s degree in Business Administration, Statistics, Mathematics, Operations Management, or a related field.

3–5 years of experience as a Workforce Analyst, WFM Analyst, Real-Time Analyst, or similar role within a Contact Center/Call Center environment.

Experience in forecasting, scheduling, capacity planning, and real-time workforce management.

Technical Skills

• Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, Macros, VBA preferred).
• Experience with Workforce Management tools such as Genesys, NICE, Verint, Aspect, Calabrio, or similar.
• Strong reporting and dashboard development skills.
• Knowledge of workforce planning methodologies and staffing models.