WFM Analyst
Location: Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time
Experience: 4+ Years
Role Overview
We are seeking a WFM Analyst with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center. This role blends WFM expertise with advanced Excel-driven data analysis, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.
Key Responsibilities
- Workforce Management & Real-Time Operations
- Forecast call / lead volumes and plan short & long-term manpower
- Create schedules, rosters, and shrinkage plans for US time zones
- Manage real-time adherence (RTA) and intraday adjustments
- Monitor absenteeism, utilization, OT/VTO, and occupancy
- Support new hire ramp-up and batch productivity tracking
MIS, Reporting & Data Analysis (Core Focus)
- Own Daily / Weekly / Monthly MIS for operations and leadership
- Build advanced Excel-based dashboards and automated reports
- Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends
- Analyze agent, team, and campaign-level performance patterns
- Provide actionable insights and recommendations to Ops leadership
- Ensure data accuracy across dialer, CRM, attendance, and HR systems
- Support incentive modelling and performance improvement initiatives
Stakeholder Collaboration
- Partner with Operations, QA, Training, HR, and Leadership
- Support hiring plans, attrition analysis, and capacity decisions
- Participate in internal and client performance reviews as required
Key Metrics Owned
- Forecast Accuracy & Schedule Adherence
- Shrinkage, Utilization & Occupancy
- SLA / Productivity Achievement
- MIS Accuracy, Timeliness & Insight Quality
Mandatory Requirements
- 4–6 years’ experience in WFM / MIS / Operations Analytics in an International Call Centre
- Strong exposure to US night shift operations
- Advanced MS Excel skills (Pivot Tables, VLOOKUP, formulas, dashboards)
- Strong analytical mindset with ability to translate data into decisions
- Hands-on experience in real-time monitoring & intraday management
Great to Have & Required
- Experience with Convoso and other prominent outbound dialers (Highly Preferred)
- Exposure and excellent MS Excel, Power BI / Tableau
- Outbound sales or revenue-driven process experience
Why This Role
- High-impact, data-driven decision-making role
- Direct exposure to US clients and leadership
- Clear growth path to WFM Lead / MIS Manager / Ops Analytics roles