WFM Analyst

We are seeking a WFM Analyst with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center.

Requirements

• Forecast call / lead volumes and plan short & long-term manpower
• Create schedules, rosters, and shrinkage plans for US time zones
• Manage real-time adherence (RTA) and intraday adjustments
• Monitor absenteeism, utilization, OT/VTO, and occupancy
• Support new hire ramp-up and batch productivity tracking
• Own Daily / Weekly / Monthly MIS for operations and leadership
• Build advanced Excel-based dashboards and automated reports
• Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends
• Analyze agent, team, and campaign-level performance patterns
• Provide actionable insights and recommendations to Ops leadership
• Ensure data accuracy across dialer, CRM, attendance, and HR systems
• Support incentive modelling and performance improvement initiatives
• Partner with Operations, QA, Training, HR, and Leadership
• Support hiring plans, attrition analysis, and capacity decisions
• Participate in internal and client performance reviews as required

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan