WFM Specialist / Coordinator

We are looking for a skilled Workforce Planning Analyst to join our BPO operations team. The ideal candidate will be responsible for forecasting call volumes, scheduling staff, monitoring real-time performance, and optimizing resource allocation to meet service level agreements (SLAs).

Key Responsibilities:

Forecast workload using historical data and trends.
Create and manage agent schedules using WFM tools (e.g., NICE, Verint).
Monitor real-time performance and make intraday adjustments.
Analyze staffing gaps and recommend optimization strategies.
Prepare and present reports and dashboards using Excel or Power BI.
Requirements:

1+ year experience in WFM or related role.
Proficiency in Excel (PivotTables, VLOOKUP) and BI tools.
Familiarity with WFM tools and forecasting models.
Strong analytical, communication, and time management skills.
Excellent communication skills in English (verbal & written).

Willingness to work in rotational shifts – 5 days working day shifts.

For more details or to apply, feel free to call or WhatsApp us at ++1-XXXXXXXXXX.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

Health insurance
Schedule:

Day shift
Rotational shift
UK shift
Experience:

WFM Specialist: 1 year (Required)
WFM Data Analyst: 1 year (Required)
Workforce Operations Analyst: 1 year (Required)
Resource Planning Analyst: 1 year (Required)
Forecasting Analyst – Workforce Management: 1 year (Required)
Work Location: In person

Speak with the employer
++1 ++1-XXXXXXXXXX