Workforce Management Analyst

TE Connectivity India Pvt Ltd; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

TE Connectivity India Pvt Ltd is seeking a Continuous Improvement Analyst II to join our Workforce Management analytics team in Bengaluru. The role focuses on combining WFM KPIs with SQL-driven reporting to enhance forecasting, scheduling and intraday management through data-driven insights.

You will automate reports, build data models for dashboards, and ensure data accuracy across pipelines while collaborating with IT, Sales Support, Training and Operations teams to drive performance

Qualifications

• 4+ years of experience in Workforce Management or Contact Center analytics.
• Proficiency in SQL knowledge and prepare different reports.
• Familiarity with contact center metrics.

Responsibilities

• Prepare different kind of reports using SQL Genesys, Salesforce and other WFM tools.
• Ensure accurate and timely availability of WFM KPIs like Abandon Rate, Service Level, ASA, Occupancy, Shrinkage, etc.
• Partner with WFM teams to enhance forecasting, scheduling, and intraday management capabilities with better data visibility.
• Automate reporting and build data models to enable dashboards and predictive analytics.
• Ensure data accuracy, validation, and performance tuning of pipelines.
• Collaborate with cross-functional teams including IT, WFM, Sales Support, Training and Operations.

Skills

SQL

Workforce Management

Contact center analytics

Job description

CONTINUOUS IMPROVEMENT ANALYST II

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Overview

We are looking for a highly skilled WFM analyst who brings together expertise in Workforce Management (WFM) KPIs, SQL database management.

Job Requirements

• Prepare different kind of reports using SQL Genesys, Salesforce and other WFM tools.
• Ensure accurate and timely availability of WFM KPIs like Abandon Rate, Service Level, ASA, Occupancy, Shrinkage, etc.
• Partner with WFM teams to enhance forecasting, scheduling, and intraday management capabilities with better data visibility.
• Automate reporting and build data models to enable dashboards and predictive analytics.
• Ensure data accuracy, validation, and performance tuning of pipelines.
• Collaborate with cross-functional teams including IT, WFM, Sales Support, Training and Operations.

Qualifications

• 4+ years of experience in Workforce Management or Contact Center analytics.
• Proficiency in SQL knowledge and prepare different reports.
• Familiarity with contact center metrics.

Competencies

• Integrity
• Accountability
• Inclusion
• Innovation
• Teamwork

Experience Level Mid Level