Workforce Management Analyst

Joulestowatts Business Solutions Pvt. Ltd.; Bengaluru; Hybrid; INR 600,000 - 1,000,000; Full time

Job summary

Joulestowatts Business Solutions Pvt. Ltd. in Bengaluru is seeking a Workforce Management/Queue Management professional to monitor real-time queue performance, manage staffing, and ensure service levels.

You will analyze reports in Excel and coordinate with operations to optimize intraday activities, identify risks, and support business continuity planning.

Qualifications

• Experience in RTA, WFM, or Queue Management.
• Strong understanding of call center metrics and SLA management.
• Proficiency in MS Excel for reporting and analysis.

Responsibilities

• Monitor real-time queue performance and staffing levels.
• Ensure service levels and operational targets are maintained.
• Manage schedule adherence, shrinkage, and intraday activities.
• Coordinate with operations teams for staffing adjustments and escalations.
• Prepare and analyze reports using Excel and WFM tools.
• Identify operational risks and support business continuity planning.

Skills

RTA

WFM

Queue management

Call center metrics

SLA management

MS Excel

Analytical skills

Communication skills

Job description

Key Responsibilities:

• Monitor real-time queue performance and staffing levels
• Ensure service levels and operational targets are maintained
• Manage schedule adherence, shrinkage, and intraday activities
• Coordinate with operations teams for staffing adjustments and escalations
• Prepare and analyze reports using Excel and WFM tools
• Identify operational risks and support business continuity planning

Required Skills:

• Experience inRTA/ WFM / Queue Management
• Good understanding of call center metrics and SLA management
• Strong knowledge of MS Excel
• Good analytical and communication skills