Work force management || Chennai and Coimbatore ||

Job Title: Workforce Management (WFM) Analyst / Lead

Job Summary

The Workforce Management professional is responsible for forecasting, capacity planning, scheduling, and real-time management to ensure optimal resource utilization while meeting service level agreements (SLAs).

Key Responsibilities

• Prepare short-term and long-term forecasts based on historical data, trends, and business inputs
  

• Perform capacity planning to meet volume, AHT, shrinkage, and SLA targets
  

• Create and manage agent schedules , shift plans, and roster optimization
  

• Monitor real-time performance and take corrective actions to manage adherence
  

• Analyze schedule adherence, absenteeism, and shrinkage
  

• Support intraday management : call-outs, volume spikes, and staffi...