Work force management || Chennai and Coimbatore ||

Job Title: Workforce Management (WFM) Analyst / Lead

Job Summary

The Workforce Management professional is responsible for forecasting, capacity planning, scheduling, and real -time management to ensure optimal resource utilization while meeting service level agreements (SLAs).

Key Responsibilities

• Prepare short -term and long -term forecasts based on historical data, trends, and business inputs
  

• Perform capacity planning to meet volume, AHT, shrinkage, and SLA targets
  

• Create and manage agent schedules, shift plans, and roster optimization
  

• Monitor real -time performance and take corrective actions to manage adherence
  

• Analyze schedule adherence, absenteeism, and shrinkage
  

• Support intraday management: call -outs, volume spikes, and staffing gaps
  

• Partner with Operations, Training, and HR for hiring and ramp plans
  

• Prepare and present daily, weekly, and monthly WFM reports
  

• Drive continuous improvement in productivity and utilization
  

• Ensure compliance with internal policies and client requirements
  

Required Skills & Competencies

• Strong knowledge of Forecasting, Scheduling, Capacity Planning, and RTA
  

• Hands -on experience with WFM tools (IEX, NICE, Verint, Aspect, or similar)
  

• Excellent analytical and problem -solving skills
  

• Advanced knowledge of MS Excel (pivot tables, formulas, dashboards)
  

• Strong stakeholder management and communication skills
  

• Ability to work in 24/7 environments and fast -paced operations
  

Experience & Qualification

• 2–8 years of experience in Workforce Management (depending on role level)
  

• Experience in BPO / Contact Center / GCC / Shared Services preferred
  

• Graduate in any discipline (MBA/Operations preferred for Lead roles)
  

Role Levels (Optional to mention)

• WFM Executive / Analyst – Forecasting, scheduling, reporting
  

• WFM Lead – Planning ownership, intraday decisions, stakeholder management
  

• WFM Manager – Strategy, hiring plans, cost optimization, governance