Work Force Management (WFM) || 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 staffing gaps Partner with Operations, Training, and HR for hiring and ramp plans Prepare and present daily, weekly, and monthly WFM reports Drive continuous improvement in productivity and utilization Ensure compliance with internal policies and client requirements ...