Service Desk Optimization Analyst

📨 Interested Candidates can share their resumes to: 📧 [email protected]

Job Description: WFM Analyst

Department: Workforce Management

Designation: Analyst / WFM Analyst

🧭 Role Summary

The WFM Analyst is responsible for supporting workforce planning activities for contact center or service desk operations. This role focuses on real‑time monitoring, schedule adherence, reporting, and ensuring operational efficiency using workforce management tools.

🛠 Key Responsibilities

Real‑Time Management (RTM)

• Monitor queues, SLAs, AHT, shrinkage, and staffing levels in real time.
• Raise alerts to stakeholders for SLA risks or deviations.
• Recommend immediate corrective actions such as skill changes, break optimization, or overtime requests.

🛠Scheduling & Forecasting Support

• Assist in generating weekly & monthly sched...