Workforce Management Analyst

Job Title: Workforce Management (WFM) Scheduler

Scheduler Grade : II

Location: Mumbai Malad / Work from Office

Department: WFM

Salary: Market standards, based on current CTC

Reports To: WFM Planner

Job Summary: The Workforce Management (WFM) Planner/Scheduler is responsible for developing and maintaining staff schedules, optimizing workforce allocation, and ensuring operational efficiency. This role involves analyzing historical data, forecasting future staffing needs, and creating schedules that align with business demands. The WFM Planner/Scheduler will work closely with various departments to ensure seamless coordination and high levels of service delivery.

Key Responsibilities:

1. Scheduling:

Create and manage employee schedules to ensure optimal coverage and meet service level agreements (SLAs).

Adjust schedules as needed based on real-time changes in demand or staffing levels.

2. Data Analysis:

Analyze historical data and trends to calculate the call arrival pattern

Monitor and analyze performance metrics and key performance indicators (KPIs).

Generate and present reports on staffing efficiency, adherence, and other relevant

3. Tools:

Knowledge of any WFM tool like: IEX, Verint (Must), etc.

Candidate should know Erlang C methodology

4. Communication:

Collaborate with department managers and team leads to understand staffing needs and align schedules accordingly.

Communicate schedule changes and updates to employees and ensure clarity on shift requirements and expectations.

5. Compliance and Accuracy:

Ensure adherence to labor laws, company policies, and industry regulations in all scheduling practices.

Maintain accuracy in scheduling and reporting to support payroll processing and operational planning.