WFM - Analyst (Planning/Scheduling)

ETraveli Group; Pune District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Etraveli Group is seeking a Workforce Management professional in Pune, India to translate forecasts into staffing plans and monitor performance against service level targets. You will collaborate with Operations, Training, and HR to optimize headcount and capacity, leveraging analytics and BI tools to drive improvements.

The role requires strong communication, interpersonal skills, and proficiency with MS Office/Google Suite, along with knowledge of WFM tools.

Qualifications

• Minimum 18 months of experience in a Workforce Management (WFM) role.
• Excellent written and verbal communication skills.
• Strong interpersonal skills to facilitate cross geographic interaction and teamwork.
• Proficient in using MS Office applications/Google office suite.
• Knowledge of WFM tools required.
• Possesses good business acumen.

Responsibilities

• Translate forecasts into staffing requirements aligned with service level targets.
• Analyze call volume, AHT, shrinkage, and seasonality patterns.
• Track key WFM metrics: service level, ASA, occupancy, adherence, and shrinkage.
• Generate regular performance reports and share insights with stakeholders.
• Work closely with Operations, Training, and HR for headcount planning; provide data-driven recommendations for hiring, shift planning, and capacity changes.
• Identify trends, risks, and opportunities for operational improvement; use dashboards (Power BI/Looker/Qlik Sense) for decision support.
• Provide ad-hoc data and analysis requests related to planning.

Skills

WFM experience

Communication skills

Interpersonal skills

MS Office/Google Suite

WFM tools knowledge

Business acumen

Tools

Genesys PureCloud

Zendesk

Power BI

Looker

Qlik Sense

Job description

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

Job Requirements

• Minimum of 18 months of experience in the WFM role.
• Excellent written and verbal communication.
• Strong interpersonal skills to facilitate cross geographic interaction and teamwork.
• Proficient in using MS Office applications/Google office suite.
• Knowledge of WFM tools required.
• Possesses good business acumen.

Good to have

• Travel Industry Experience (Flights)
• Experience of working on Genesys Purecloud/Zendesk.
• Scheduling Experience / Roster Management
• BI-Tools experience (e.g., Power BI, Looker, Qlik Sense)
• Technical Analysis experience

Key Responsibilities

Planning

• Translate forecasts into staffing requirements aligned with service level targets
• Analyze call volume, AHT (Average Handle Time), shrinkage, and seasonality patterns
• Track key WFM metrics: service level, ASA, occupancy, adherence, and shrinkage

Stakeholder Collaboration

• Generate regular performance reports and share insights with stakeholders
• Work closely with Operations, Training, and HR teams for headcount planning
• Provide data-driven recommendations for hiring, shift planning, and capacity changes

Data Analysis & Continuous Improvement

• Identify trends, risks, and opportunities for operational improvement
• Independently use reporting or dashboard tools (e.g., Power BI, Looker, Qlik Sense)
• Ability to present data clearly and support decision-making through simple insights
• Comfort working with data to identify patterns and support operational improvements

Ad-hoc Requests

• Provide ad-hoc data and analysis requests related to planning

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.