WFM Analyst

Credence Resource Management; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Credence Resource Management is seeking a WFM Analyst in Pune to analyze data, forecast demand, and optimize resource allocation across multiple client processes. The role partners with business units to refine procedures and deliver actionable insights that drive profitability.

The ideal candidate will have 2–5 years of WFM experience in international BPO, strong Excel/PowerPoint skills, and a collaborative mindset to support operations teams across shifts and regions.

Qualifications

• Bachelor's or higher degree in any stream.
• 2–5 years of Workforce Management experience.
• WFM analyst experience for at least 2 years in international BPO.
• Experience in U.S. processes preferred.
• Strong execution, root cause analysis, and fact-based decision making.
• Excellent communication and teamwork skills.
• Proficient in Microsoft Excel, Word and PowerPoint.

Responsibilities

• Ideate and share data-driven insights to uncover trends and drivers for growth and profitability.
• Collaborate with business partners to maximize value of solutions and enhancements.
• Drive process improvements to reduce cycle time, increase accuracy, and improve transparency.
• Develop procedures and client offerings; solve problems and investigate issues.
• Create and maintain SOPs and best practices; participate in standardization initiatives.
• Attend strategic meetings with decision makers to gain industry insight.
• Analyze and forecast data related to planning, MIS, and scheduling activities.
• Prepare ad-hoc reports for management needs.

Skills

Data-driven insights

Forecasting

MIS

Scheduling

Ad-hoc reporting

Resource allocation

WFM

Excel

PowerPoint

Education

Bachelor's degree or higher

Tools

Excel

Word

PowerPoint

Job description

WFM Analyst

Responsibilities

• Ideating and sharing data-driven insights to help stakeholders to uncover trends and underlying drivers of growth and profitability to inform business strategy.
• Closely collaborate with Business partners to maximize the business value of solutions with innovative platform and intelligent enhancements.
• Driving ongoing process improvements to reduce cycle time, increase accuracy and improve transparency.
• Work with different business segments to develop better procedures and Client offerings, solve problems and investigate issues.
• Create and maintain Sops, Best Practices, and other documents. Participate in standardization and continuous improvement initiatives by attending various high level.
• Strategic meetings with decision makers, gain insight into industry trends.
• Responsible for analyzing and forecasting data related to planning, MIS, and scheduling activities.
• Preparing ad-hoc reports analysis for management reporting and needs.
• Optimizing resource allocation by monitoring seat utilization rates over time so businesses can identify times when they are operating at low capacity and adjust staffing and resource allocation to maximize utilization.
• Planning and organizing long term plans and ensuring same is aligned to Operations requirements.
• Initiatives to be taken in terms of better management of the systems by placing proactive controls/checks before rolling it out to the Management/Ops team.

Requirements

• Good communication skills.
• Candidate should have a Bachelors/Post graduate degree in any stream with minimum 2-5 years of Workforce Management experience.
• Must be a WFM analyst on paper for at least 2 years into International BPO.
• Candidate should have prior experience in U.S. process.
• Should possess strong execution skills along with demonstrated ability to identify root causes of problems; generate and evaluate creative alternative solutions; implement problem resolutions quickly and effectively with factbased decisions.
• Strong communication and interpersonal skills with evidence of teamwork and collaboration.
• Advanced working knowledge of Microsoft applications - Excel, Word, PowerPoint.
• Preferred Qualification - Any Graduate.

Job Details

• Job Category: Operations (RCM)
• Job Type: Full Time
• Job Location: Pune IN

Skills

• Data-driven insights
• Forecasting
• MIS
• Scheduling
• Ad-hoc reporting
• Resource allocation
• WFM
• Excel
• PowerPoint