Workforce Management Analyst

We are hiring for Empower-Workforce Mangement role.

Job Details:

• Key Skills : Workforce Management, Workforce Optimization, any one WFO Tool
• Experience – 1 to 6 Years
• Shifts : 6:30pm to 3:30am shift, shift allowance 
• Location: Bangalore (WFO), cab facility provided
• Interview Process:  F2F
• Education : Graduation (Regular)

Roles and Responsibilities :

- Analyze real-time data to optimize staffing levels, reduce costs, and improve customer satisfaction.
- Develop and maintain accurate forecasts using historical data, seasonality trends, and market factors.
- Collaborate with stakeholders to identify business needs and develop solutions that meet those needs through effective use of resources.
- Monitor performance metrics such as on-time arrival rates, first call resolution rates, and average handle time to ensure compliance with service level agreements.

Job Requirements :

- 1-6 years of experience in Workforce Management (WFM) or related field.
- Strong understanding of Real Time Analysis (RTA) principles and practices.
- Proficiency in creating complex reports using various reporting tools such as Excel or specialized software like Workforce Management Systems.