WFM Lead

Datamatics; Nashik District; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Datamatics is seeking a data-driven WFM / Scheduling & Real-Time Analyst for a high-volume payment processing operation in Nashik. The role focuses on workforce optimization, real-time capacity management, and SLA performance in a fast-paced environment.

You will forecast volumes, build optimized schedules, monitor intraday performance, and drive continuous improvement through data analysis and MIS reporting. This is a Work From Office role with rotational shifts.

Formación

• 2–5 years of experience in WFM, scheduling, RTA, or capacity planning.
• Strong understanding of FTE calculations, forecasting, shrinkage, backlog, and SLA/TAT.

Responsabilidades

• Forecast transaction volumes and calculate FTE requirements.
• Develop optimized staff schedules and manage shifts and breaks.
• Monitor intraday volumes, staffing, productivity, and adherence.
• Track transactions, backlog, and potential SLA/TAT breaches.
• Compare forecasted versus actual volumes and identify variances.
• Analyze performance trends and the impact of staffing on service delivery.
• Build reports and dashboards using Pivot Tables, XLOOKUP/VLOOKUP, SUMIFS, COUNTIFS.
• Monitor absenteeism and shrinkage to minimize staffing gaps.
• Recommend overtime, shift extensions, and cross-skilled deployment based on demand.
• Collaborate with Operations, Quality, Training, and WFM teams to mitigate risks.
• Identify opportunities to improve forecasting accuracy and reporting processes.
• Perform scenario planning for volume spikes and new processes.

Conocimientos

WFM

Scheduling

RTA

Forecasting

Excel

Data analysis

Herramientas

NICE

Verint

Calabrio

Genesys WFM

Power BI

Descripción del empleo

Job Title: WFM / Scheduling & Real-Time Analyst Payment Processing

Location: Nashik

Work Mode: Work From Office (WFO)

Experience: 25 Years

Shift: 247 Operations | Rotational Shifts

Job Description

We are looking for a data-driven WFM / Scheduling & Real-Time Analyst to support a high-volume payment processing operation handling 1M+ transactions per month. The role offers an opportunity to drive workforce optimization, real-time capacity management, operational efficiency and SLA performance in a dynamic, fast-paced environment.

Key Responsibilities

1. Workforce Planning & Capacity Management: Forecast transaction volumes and calculate FTE requirements based on workload, productivity and SLA/TAT targets.
2. Scheduling & Resource Optimization: Develop optimized staff schedules, manage shift coverage, breaks, weekly offs and schedule exceptions to ensure adequate capacity.
3. Real-Time Management (RTA): Monitor intraday volumes, staffing, productivity and schedule adherence, taking proactive action to address capacity gaps.
4. Transaction & Backlog Monitoring: Track incoming and processed transactions, pending inventory, backlog ageing and potential SLA/TAT breaches.
5. Forecasting & Variance Analysis: Compare forecasted versus actual volumes and productivity, identify deviations and recommend corrective actions.
6. SLA/TAT Performance Management: Analyze operational performance trends and identify the impact of staffing, absenteeism and productivity on service delivery.
7. Advanced Excel & MIS Reporting: Build reports and dashboards using Pivot Tables, XLOOKUP/VLOOKUP, SUMIFS, COUNTIFS, charts and data analysis techniques.
8. Shrinkage & Attendance Management: Monitor absenteeism, leave, planned/unplanned shrinkage and available productive capacity to minimize staffing gaps.
9. Capacity Optimization: Recommend overtime, shift extensions, cross-skilled resource deployment and schedule adjustments based on business demand.
10. Stakeholder Collaboration: Partner with Operations, Quality, Training and WFM teams to communicate risks, resolve capacity issues and improve operational outcomes.
11. Process Improvement & Analytics: Identify opportunities to improve forecasting accuracy, scheduling efficiency, resource utilization and reporting processes.
12. Scenario Planning: Support capacity modelling for volume spikes, productivity changes, new process launches and changing business requirements.

Required Skills & Experience

• 2 to 5 years of experience in WFM, Scheduling, Real-Time Management (RTA), Workforce Planning or Capacity Planning.
• Strong understanding of FTE calculations, forecasting, productivity, shrinkage, backlog management and SLA/TAT.
• Advanced MS Excel skills and the ability to analyze large datasets.
• Strong analytical, problem-solving and stakeholder management skills.
• Experience in payment processing, transaction processing, healthcare RCM, claims processing or back-office operations is preferred.
• Exposure to WFM tools such as NICE, Verint, Calabrio or Genesys WFM, and reporting tools such as Power BI or Tableau, will be an advantage.