Workforce Management Analyst

HCLTech; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

HCLTech in Chennai invites applications for a Workforce & Real-Time Analyst with experience in forecasting, scheduling, capacity planning, real-time monitoring, and workforce reporting.

You will prepare forecasts, staffing plans, and employee schedules, monitor queues and service levels in real time, manage call volumes and productivity, and collaborate with operations, HR, recruitment, and training teams. Proficiency in Advanced Excel and WFM tools is required.

Qualifications

• 3–6 years of experience in workforce management or real-time analysis.
• Strong knowledge of forecasting, scheduling, capacity planning, and queue management.
• Advanced Excel skills.
• Experience with NICE, Verint, Genesys, Aspect, or similar WFM tools.
• Strong analytical, communication, and problem-solving skills.

Responsibilities

• Prepare workforce forecasts, staffing plans, and employee schedules.
• Monitor queues, service levels, staffing, and agent adherence in real time.
• Manage call volumes, absenteeism, shrinkage, occupancy, and productivity.
• Identify staffing gaps and take immediate corrective actions.
• Coordinate schedule changes, shift movements, overtime, and offline activities.
• Prepare daily, weekly, and monthly workforce reports.
• Work closely with operations, HR, recruitment, and training teams.

Skills

Forecasting

Scheduling

Capacity planning

Real-time monitoring

Workforce reporting

Tools

NICE

Verint

Genesys

Aspect

Job description

We are looking for a Workforce & Real-Time Analyst with experience in forecasting, scheduling, capacity planning, real-time monitoring, and workforce reporting.

Key Responsibilities

• Prepare workforce forecasts, staffing plans, and employee schedules
• Monitor queues, service levels, staffing, and agent adherence in real time
• Manage call volumes, absenteeism, shrinkage, occupancy, and productivity
• Identify staffing gaps and take immediate corrective actions
• Coordinate schedule changes, shift movements, overtime, and offline activities
• Prepare daily, weekly, and monthly workforce reports
• Work closely with operations, HR, recruitment, and training teams

.

Requirements

• 3–6 years of experience in workforce management or real-time analysis
• Strong knowledge of forecasting, scheduling, capacity planning, and queue management
• Advanced Excel skills
• Experience with NICE, Verint, Genesys, Aspect, or similar WFM tools
• Strong analytical, communication, and problem-solving skills.