Sr Analyst - WFM

DIN Engineering Services (DIN); Dadri; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

DIN Engineering Services (DIN) is seeking a Sr. Analyst- WFM to optimize staffing through meticulous scheduling and real-time analytics. You will lead intraday optimization, monitor SLAs, and provide actionable insights to leadership to sustain performance targets across channels.

The role requires decisive communication, strong Excel skills with pivot tables and dashboards, and the ability to work independently in a fast-paced environment. A Bachelor’s degree is essential.

Qualifications

• 5+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning.
• Proficiency in Microsoft Excel- Pivot Tables- Dashboard, preferably VBA
• Ability to work independently, multi-task and meet deadlines
• Analytical interpretation of data
• Must be able to work with all levels of the organization in capturing, managing and communicating metrics
• Excellent written and verbal communication skills
• Bachelor's Degree holder (or equivalent experience)

Responsibilities

• Communicate performance and challenges to stakeholders and provide directions and guidelines to hit service level goals.
• Manage staffing levels and scheduling to meet campaign requirements.
• Advise on performance issues impacting service levels in a timely manner.
• Develop schedules for all channels to achieve service level commitments.
• Manage non-productive time request processes without impacting SLAs.
• Schedule and coordinate team activities like meetings, training, and one-on-ones.
• Analyze intraday arrival patterns to ensure SLAs are met.
• Maintain daily/intraday performance reports and update leadership.
• Monitor schedule adherence and shrinkage in the office.
• Analyze past call volumes and staffing patterns to optimize resources.
• Re-allocate staffing between inbound, outbound, and chat channels as needed.
• Communicate real impacts to operations (CSO, outages, volume influx, vendor issues).

Skills

WFM experience

Excel Pivot Tables

VBA

Analytical thinking

Stakeholder communication

Education

Bachelor's Degree

Tools

Microsoft Excel

Job description

Sr. Analyst- WFM

Expertise and responsibilities associated with this position

• Communicate to stakeholders on performance and challenges i.e., providing direction, guidelines, performance update to hit service level/abandon% goals and making suggestions for corrections to any issues.
• Manage staffing levels and scheduling to meet campaign requirements.
• Advise on performance issues impacting service levels/abandon% to the operations team in a timely manner.
• Develops schedules for all channels that effectively deliver staffing levels that consistently achieve service level commitments.
• Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
• Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other activities.
• Analyze intraday arrival patterns and create schedules to ensure that SLAs are met.
• Manage the daily/intraday performance reports and update status to leadership.
• Manage daily and intraday schedule adherence and in-office shrinkages.
• Analyze past call volume, interval arrival patterns and staffing patterns.
• Re-allocate and balance staffing between inbound volume, outbound and chat channels (if needed)
• Communicating any real impacts (CSO, outages, influxes in volume, vendor issues)

Qualification & Skill Required

• 5+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
• Proficiency in Microsoft Excel- Pivot Tables- Dashboard, preferably VBA
• Ability to work independently, multi-task and meet deadlines
• Analytical interpretation of data
• Must be able to work with all levels of the organization in capturing, managing and communicating metrics
• Excellent written and verbal communication skills
• Bachelor's Degree holder (or equivalent experience)