Workforce Management (WFM) Analyst I

Key Responsibilities

• Assist in creating and managing staff schedules based on forecasted workloads.
• Publish schedules, manage shift bids, and update PTO/leave requests.
• Ensure accurate reflection of schedules in WFM tools.
• Monitor real-time adherence (RTA), queue performance, and workload volume.
• Flag operational risks and deviations to WFM Specialist II or Supervisor.
• Consolidate operational data for daily/weekly performance dashboards.
• Verify data accuracy and escalate discrepancies for correction.
• Maintain data integrity in WFM tools.
• Support basic troubleshooting and escalate system issues as needed.
• Provide schedule or coverage updates to Operations and Team Leads.
• Communicate intraday changes (reroutes, queue priorities, staffing adjustments).
• Work with Training, QA, HR, and Ops on upcoming events impacting capacity.
• Maintain up-to-date documentation for scheduling processes, intraday workflows, and reporting standards.
• Help identify improvement opportunities for WFM processes.

Requirements

• Degree in Business, Mathematics, Statistics, Operations, or related field preferred.
• Workforce Management or analytics-related training is an advantage.
• Minimum 1 - 2 years’ experience in WFM, operations support, or in the BPO sector.
• Exposure to WFM systems.
• Analytical thinking.
• Time management and prioritization.
• Accuracy and attention to detail.
• Communication and coordination skills.
• Problem-solving skills.
• Process adherence and discipline.
• Willingness to learn WFM tools and methodologies.

How to Apply

Interested and qualified candidates should apply using the application portal provided. Only shortlisted candidates will be contacted.