Workforce Management Analyst - Contact Center/BPO/Shared Services

<p><p>We operate in the Contact Center, BPO and workforce-optimization sector delivering analytics driven staffing and operational excellence for clients across BFSI, Telecom, e-commerce and shared services. This is an on-site role based in India focused on driving forecasting, scheduling and intraday operations to sustain target service levels.<br/><br/><b>Role & Responsibilities:</b><br/><br/></p><p>- Produce accurate short-, medium- and long-term forecasts and translate them into actionable staffing plans and shift templates.<br/><br/></p><p>- Design and maintain agent rosters/schedules to meet SLA targets while optimising occupancy and cost.<br/><br/></p><p>- Monitor real-time operationstrack adherence, queue levels and service metricsand implement intraday adjustments to minimise SLA breaches.<br/><br/></p><p>- Configure, operate and tune WFM plat...