WFM Scheduling Analyst II
TP (company site, opens in a new tab)GurugramOn-siteDirect career pageEst. 4–8 LPA
Posted 2d ago
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Job description
Structured overview of role & requirements
About This Role
- Analyze contact center data including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
- Forecast call arrivals and develop staffing and scheduling plans aligned with business unit goals.
- Manage and oversee implementation of short-term team activities, potentially supervising less experienced professionals and contributing to operational improvements.
Minimum Requirements
- Comprehensive knowledge of WFM scheduling and contact center operations discipline.
- Experience in trend analysis and forecasting within a contact center environment.
- Ability to work independently, generate own workload, and manage operational decisions within a defined scope.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in operational workforce management with analytical skills specific to contact center environments.
- Capable of managing small teams and coordinating short-term operational tasks effectively.
- Demonstrates ability to work autonomously and deliver process improvements in day-to-day activities.