Workforce Management Analyst

Location: Infopark, Kochi, Kerala

Experience: 2–5 Years in workforce management

Qualification: Bachelor's Degree (Mandatory)

Salary Package: Up to ₹9 LPA

Job Summary

We are looking for a skilled and detail-oriented Workforce Management (WFM) Analyst with 2–5 years of relevant experience. The ideal candidate should have strong analytical skills and hands-on experience in workforce planning, forecasting, scheduling, real-time monitoring, and performance reporting to ensure optimal resource utilization and operational efficiency.

Responsibilities

Manage workforce forecasting, capacity planning, and scheduling to meet business requirements.
Monitor real-time workforce performance, employee adherence, and productivity.
Prepare and optimize staffing schedules based on workload forecasts and operational requirements.
Track key workforce metrics such as service levels, occupancy, utilization, shrinkage, and schedule adherence.
Analyze workforce data to identify trends, staffing gaps, and opportunities for process improvement.
Prepare daily, weekly, and monthly MIS reports and performance dashboards.
Coordinate with operations and management teams to ensure effective workforce allocation.
Monitor absenteeism, leave patterns, and staffing requirements.
Recommend strategies to improve workforce efficiency and achieve operational targets.

Requirements

Bachelor's Degree in any discipline is mandatory.
2–5 years of hands-on experience in Workforce Management.
Strong knowledge of workforce forecasting, scheduling, capacity planning, and real-time management.
Advanced proficiency in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, and reporting.
Experience with workforce management tools such as NICE, Verint, Genesys, or similar platforms is preferred.
Experience in BPO, contact centre, or service operations workforce management.
Knowledge of Power BI or other reporting and visualization tools.
Experience in workforce optimization and process improvement.