The Workforce Management (WFM) Analyst I supports day-to-day workforce management activities to ensure optimal staffing, coverage, and service levels across assigned business units. This role focuses on schedule management, intraday monitoring, basic forecasting, real-time adjustments, and reporting. The WFM Analyst I collaborates closely with Operations, Quality Assurance, Training, and HR teams to improve efficiency and ensure a smooth workflow.
Key Responsibilities
Scheduling: 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.
Intraday Monitoring: Monitor real-time adherence (RTA), queue performance, and workload volume. Flag operational risks and deviations to WFM Specialist II or Supervisor.
Reporting & Data Integrity: Consolidate operational data for daily/weekly performance dashboards. Verify data accuracy and escalate discrepancies for correction. Maintain data integrity in WFM tools.
Technical Support: Support basic troubleshooting and escalate system issues as needed.
Communication: 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.
Documentation & Improvement: 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 a related field preferred.
Workforce Management or analytics-related training is an advantage.
Minimum 1–2 years’ experience in WFM, operations support, or within the BPO sector.
Exposure to WFM systems.
Analytical thinking and problem-solving skills.
Effective time management and prioritization.
High level of accuracy and attention to detail.
Strong communication and coordination skills.
Process adherence and discipline.
Willingness to learn WFM tools and methodologies.
How to Apply
Interested and qualified candidates should apply online using the link provided in the application section below. Due to the high volume of applications, only shortlisted candidates will be contacted.
How to Apply
Interested and qualified candidates should apply online via the MyJobMag application portal: Apply Now
