Dialer & WFM Analyst / Lead

SkySun; Mohali, Chandigarh; On-site; INR 600,000 - 800,000; Full time

Job summary

SkySun in Mohali, India is seeking a WFM Analyst to plan, forecast, schedule and analyze workforce needs to meet business demand. You will drive efficiency, cost optimization and service levels through data-driven insights.

Responsibilities include workforce planning, forecasting, scheduling across multiple time zones, intraday management, performance analytics and reporting. The ideal candidate has 2–4 years in WFM, strong Excel skills and experience with major WFM tools. MBA is a plus.

Qualifications

• Bachelor's degree in any discipline; MBA preferred.
• 2–4 years of experience in Workforce Management / Planning / Scheduling in BPO / Call Center industry.
• Strong understanding of WFM processes, forecasting, scheduling, and intraday management.
• Proficiency in MS Excel Advanced, WFM tools (e.g., NICE IEX, Verint, Calabrio, Aspect) and reporting tools.
• Excellent analytical, problem-solving, and communication skills.
• Experience in US process and handling multiple time zones is preferred.

Responsibilities

• Analyze historical workload and staffing needs.
• Develop workforce plans.
• Support capacity planning.
• Recommend staffing levels.
• Assist headcount budgeting.
• Generate forecasts.
• Analyze trends.
• Improve forecast accuracy.
• Identify risks.
• Collaborate with Operations and clients.
• Create optimized schedules.
• Balance breaks/offline activities.
• Support multiple US time zones.
• Balance business and employee needs.
• Control overtime.
• Monitor real-time performance.
• Compare actuals vs forecast.
• Manage staffing variances.
• Coordinate overtime/VTO.
• Support recovery actions.
• Monitor KPIs.
• Analyze productivity.
• Evaluate staffing efficiency.
• Measure utilization.
• Recommend improvements.
• Prepare daily/weekly/monthly reports.
• Develop dashboards.
• Report adherence, occupancy, shrinkage and productivity.
• Present insights.
• Determine FTE needs.
• Plan for lows and peaks.
• Support hiring plans.
• Optimize allocation.
• Track shrinkage.
• Analyze absenteeism and leave.
• Reduce shrinkage.
• Monitor adherence.
• Investigate exceptions.
• Partner with Operations.
• Support coaching.
• Maximize productive hours.
• Analyze occupancy.
• Improve efficiency.
• Partner with Operations, HR, QA, Training, Finance and Clients.
• Participate in business reviews.
• Align plans with business goals.
• Maintain WFM systems.
• Validate schedules.
• Ensure data accuracy.
• Support testing and updates.
• Improve forecasting accuracy.
• Standardize processes.
• Support automation initiatives.
• Participate in Lean / Six Sigma projects.
• Maintain compliance with policies, SOPs, and client requirements.
• Support internal and external audits.
• Ensure data privacy and security.

Skills

Workforce Planning

Forecasting

Scheduling

Intraday Management

Data Analysis & Reporting

Excel & Data Modeling

WFM Tools & Systems

Time Management

Problem Solving

Stakeholder Management

Attention to Detail

Business Acumen

Continuous Improvement

Compliance & Governance

Education

Bachelor's degree

MBA preferred

Tools

NICE IEX

Verint

Calabrio

Aspect

Job description

JOB SUMMARY

The WFM Analyst is responsible for planning, forecasting, scheduling, and analyzing workforce requirements to ensure the right people are available, at the right time, with the right skills to meet business demand. This role supports operational efficiency, customer service levels, and cost optimization through accurate planning, real-time management, and data-driven insights.

KEY RESPONSIBILITIES

1. WORKFORCE PLANNING

• Analyze historical workload and staffing needs.
• Develop workforce plans.
• Support capacity planning.
• Recommend staffing levels.
• Assist headcount budgeting.

2. FORECASTING

• Generate forecasts.
• Analyze trends.
• Improve forecast accuracy.
• Identify risks.
• Collaborate with Operations and clients.

3. SCHEDULING

• Create optimized schedules.
• Optimize breaks/offline activities.
• Support multiple US time zones.
• Balance business and employee needs.
• Control overtime.

4. INTRADAY MANAGEMENT

• Monitor real-time performance.
• Compare actuals vs forecast.
• Manage staffing variances.
• Coordinate overtime/VTO.
• Support recovery actions.

5. PERFORMANCE ANALYTICS

• Monitor KPIs.
• Analyze productivity.
• Evaluate staffing efficiency.
• Measure utilization.
• Recommend improvements.

6. REPORTING & DASHBOARD MANAGEMENT

• Prepare daily/weekly/monthly reports.
• Develop dashboards.
• Report adherence, occupancy, shrinkage and productivity.
• Present insights.

7. CAPACITY PLANNING

• Determine FTE needs.
• Plan for lows and peaks.
• Support hiring plans.
• Optimize allocation.

8. SHRINKAGE MANAGEMENT

• Track shrinkage.
• Analyze absenteeism and leave.
• Reduce shrinkage.

9. SCHEDULE ADHERENCE

• Monitor adherence.
• Investigate exceptions.
• Partner with Operations.
• Support coaching.

10. PRODUCTIVITY OPTIMIZATION

• Maximize productive hours.
• Analyze occupancy.
• Improve efficiency.

11. STAKEHOLDER MANAGEMENT

• Partner with Operations, HR, QA, Training, Finance and Clients.
• Participate in business reviews.
• Align plans with business goals.

12. SYSTEMS ADMINISTRATION

• Maintain WFM systems.
• Validate schedules.
• Ensure data accuracy.
• Support testing and updates.

13. CONTINUOUS IMPROVEMENT

• Improve forecasting accuracy.
• Standardize processes.
• Support automation initiatives.
• Participate in Lean / Six Sigma projects.

14. COMPLIANCE & GOVERNANCE

• Maintain compliance with policies, SOPs, and client requirements.
• Support internal and external audits.
• Ensure data privacy and security.

KEY PERFORMANCE INDICATORS (KPIs)

• Forecast Accuracy
• Schedule Adherence (%)
• Occupancy (%)
• Shrinkage (%)
• Productivity (Contacts / Hour)
• Service Level (%)
• Overtime (% of Total Hours)
• Utilization (%)
• FTE Management
• Cost per Contact / FTE
• Schedule Efficiency
• Backfill Effectiveness
• Intraday Performance
• Data Accuracy
• Reporting Timeliness
• Business Review Feedback
• Process Improvement Initiatives
• Compliance Score

QUALIFICATIONS & EXPERIENCE

• Bachelors degree in any discipline; MBA preferred
• 2–4 years of experience in Workforce Management / Planning / Scheduling in BPO / Call Center industry.
• Strong understanding of WFM processes, forecasting, scheduling, and intraday management.
• Proficiency in MS Excel Advanced, WFM tools (e.g., NICE IEX, Verint, Calabrio, Aspect) and reporting tools.
• Excellent analytical, problem-solving, and communication skills.
• Experience in US process and handling multiple time zones is preferred.

KEY SKILLS & COMPETENCIES

• Workforce Planning & Forecasting
• Scheduling & Intraday Management
• Data Analysis & Reporting
• Excel & Data Modeling
• WFM Tools & Systems
• Time Management & Prioritization
• Problem Solving & Analytical Thinking
• Stakeholder Management
• Attention to Detail
• Business Acumen
• Continuous Improvement Mindset
• Compliance & Governance