Workforce Management Analyst

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Job Title: Workforce Management (WFM) Analyst

Department: Operations Management

Reports To: Operations Manager / Call Center Manager

Employment Type: Full-Time

Position Overview:

The Workforce Management (WFM) Analyst / Manager is responsible for ensuring that the financial call center operates efficiently and effectively by forecasting, scheduling, and optimizing the workforce to meet service level objectives. This role will involve monitoring and analyzing real-time performance data, making adjustments as necessary to optimize call handling, minimize downtime.

Key Responsibilities:

• Forecasting & Scheduling:
• Develop and manage accurate forecasts for call volumes, average handling time (AHT), and other key performance indicators (KPIs) based on historical data, trends, and business expectations.
• Create and maintain employee schedules that ensure sufficient coverage for peak and off-peak periods while optimizing resources and minimizing operational costs.
• Collaborate with the operations and management teams to adjust forecasts and schedules based on unforeseen changes, such as increased call volumes or staffing shortages.
• Real-Time Monitoring & Adjustments:
• Monitor real-time call center operations to ensure that staffing levels are adequate to meet service level targets and customer expectations.
• Make real-time adjustments to schedules, including shifting breaks, reassigning agents, or deploying overflow resources to handle spikes in call volume.
• Respond to unplanned events (e.g., call center outages, agent absences) by implementing contingency plans to minimize service disruptions.
• Service Level & Performance Management:
• Track and report on service levels (e.g., response time, abandonment rate, first call resolution) and other KPIs to ensure the team is meeting or exceeding customer service standards.
• Work with operations managers to identify performance gaps and implement solutions to optimize resource allocation and improve overall performance.
• Develop and maintain reports on daily, weekly, and monthly performance metrics, providing actionable insights to improve operational efficiency.
• Staffing & Capacity Planning:
• Ensure the call center is adequately staffed based on projected needs, working closely with HR and recruitment teams to ensure hiring and training plans align with staffing demands.
• Plan for long-term staffing requirements based on trends, upcoming campaigns, and seasonal fluctuations in call volumes.
• Analyze staffing data, call patterns, and trends to identify opportunities for process improvement and more efficient scheduling.
• Recommend workforce optimization strategies, including adjusting shift patterns, optimizing break times, and enhancing training programs to ensure agents are well-prepared to handle calls efficiently.
• Reporting & Data Analysis:
• Create and deliver regular reports on workforce performance, providing management with data-driven insights into the effectiveness of current staffing and scheduling strategies.
• Perform detailed analysis of service level performance, agent productivity, adherence to schedules, and other operational metrics to support continuous improvement.
• Present findings and recommendations to management to optimize workflows, improve performance, and meet key business objectives.
• Payroll and Client invoice data needs to be prepared once in a month /
• Work closely with operations, training, and HR teams to ensure alignment between workforce planning, training schedules, and call center needs.
• Communicate regularly with team leads and agents to ensure that they are informed of schedule changes, performance expectations, and any other relevant information that may affect operations.
• Compliance & Financial Regulation Adherence:
• Ensure that scheduling practices and workforce management strategies align with financial regulatory requirements, ensuring compliance with relevant laws and policies when dealing with financial data and customer interactions.
• Provide insights and recommendations to management to ensure operational practices remain compliant with industry standards and regulations.

Qualifications:

• Skills:
• Strong analytical and problem-solving abilities with the ability to make data-driven decisions.
• Excellent time management and organizational skills with the ability to prioritize tasks effectively.
• High proficiency in Excel or similar spreadsheet software for data analysis and reporting.
• Strong communication and interpersonal skills, with the ability to collaborate across multiple teams and manage relationships with agents, managers.
• Attributes:
• Detail-oriented with a focus on accuracy and precision in forecasting, scheduling, and reporting.
• Ability to adapt to changing business needs and handle high-pressure situations effectively.

Working Conditions:

• Full-time, on-site position.

• Seniority levelEntry level

• Employment typeFull-time

• Job functionProject Management and Information Technology
• IndustriesIT Services and IT Consulting

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