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