Workforce Management Analyst

Location: Infopark, Kochi, Kerala

Job Summary

We are looking for a skilled and detail-oriented Workforce Management (WFM) Analyst with 2–5 years of relevant experience. The ideal candidate should have strong analytical skills and hands-on experience in workforce planning, forecasting, scheduling, real-time monitoring, and performance reporting to ensure optimal resource utilization and operational efficiency.

Responsibilities

• Manage workforce forecasting, capacity planning, and scheduling to meet business requirements.
  

• Monitor real-time workforce performance, employee adherence, and productivity.
  

• Prepare and optimize staffing schedules based on workload forecasts and operational requirements.
  

• Track key workforce metrics such as service levels, occupancy, utilization, shrinkage, and schedule adherence.
  

• Analyze workforce data to identify trends, staffing gaps, and opportunities for process improvement.
  

• Prepare daily, weekly, and monthly MIS reports and performance dashboards.
  

• Coordinate with operations and management teams to ensure effective workforce allocation.
  

• Monitor absenteeism, leave patterns, and staffing requirements.
  

• Recommend strategies to improve workforce efficiency and achieve operational targets.
  

Requirements

• Bachelor's Degree in any discipline is mandatory.
  

• 2–5 years of hands-on experience in Workforce Management.
  

• Strong knowledge of workforce forecasting, scheduling, capacity planning, and real-time management.
  

• Advanced proficiency in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, and reporting.
  

• Experience with workforce management tools such as NICE, Verint, Genesys, or similar platforms is preferred.
  

• Experience in BPO, contact centre, or service operations workforce management.
  

• Knowledge of Power BI or other reporting and visualization tools.
  

• Experience in workforce optimization and process improvement.