Senior Analyst - Workforce Management

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If you have excellent communication skills, are a strong decision maker and solution finder then read on for what could be the next step to take your career to new heights!

We are looking for a Senior WFM Analyst to join our team in Gurgaon and make a difference in the Workforce Management Department by growing and meeting our client and business needs.

We are looking for highly organised individuals with a keen eye for detail and analytical way of thinking to prepare and organise teams of varying personalities. If you’re a natural problem solver or a determined solution finder, then this role is a great opportunity for you to shine.

What you’ll be doing
- Preparing and analysing agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements, and other constraints
- Creating and maintaining shift profiles and scheduling rules within the Workforce Management software
- Providing ongoing analysis of available shift offerings, staffing requirements, and time off allocations
- Performing ad hoc reporting as needed to support information requests from Servicing
- Collaborating with other analytical groups within the organization to share information as needed
- Managing holiday allocation at agent and business level and ensure effective employee engagement
- Headcount management to support optimization at recruitment and training level
- Assuming and performing other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

What you’ll need
- Graduate or above
- Minimum 3 years’ in a contact centre
- Minimum 12 months’ experience in scheduling role
- Candidate should have a strong exposure to Contact Centre Work Force Management
- Workforce tool knowledge of Teleopti, IEX, Aspect, Blue Pumpkin is preferred
- Strong working experience on MS Excel
- Good presentation, communication and analytical skills
- Ability to prioritise workload, meet deadlines and manage multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
- Good mathematical, logical, analytical and problem-solving skills with strong attention to detail
- Quick learner with a positive attitude
- Good CMS knowledge
- Excellent/advanced excel skills

After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying.