Job Description
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
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