Workforce Management Analyst

ADVENXA; Kerala; On-site; INR 540,000 - 900,000; Full time

Job summary

ADVENXA in Infopark, Kakkand, India is seeking a skilled Workforce Management (WFM) Analyst with 2-5 years of relevant experience. You will handle forecasting, scheduling, real-time monitoring, and performance reporting to optimize resource utilization.

The role requires a Bachelor's degree and hands-on experience with WFM tools such as NICE, Verint, or Genesys, along with strong MS Excel and Power BI skills. Join a dynamic BPO/service operations environment to drive efficiency.

Qualifications

• Bachelor's Degree in any discipline is mandatory.
• 2-5 years hands-on experience in Workforce Management is required.
• Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.
• Advanced proficiency in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, and reporting.
• Experience with NICE, Verint, Genesys or similar WFM tools is preferred.
• Experience in BPO/contact centre operations.
• Knowledge of Power BI or other reporting/visualization tools.
• Experience in workforce optimization and process improvement.

Responsibilities

• Manage workforce forecasting, capacity planning, and scheduling to meet business requirements.
• Monitor real-time workforce performance, employee adherence, and productivity.
• Prepare and optimize staffing schedules based on workload forecasts and operational requirements.
• Track key workforce metrics such as service levels, occupancy, utilization, shrinkage, and schedule adherence.
• Analyze workforce data to identify trends, staffing gaps, and opportunities for process improvement.
• Prepare daily, weekly, and monthly MIS reports and performance dashboards.
• Coordinate with operations and management teams to ensure effective workforce allocation.
• Monitor absenteeism, leave patterns, and staffing requirements.
• Recommend strategies to improve workforce efficiency and achieve operational targets.

Skills

Analytical skills

Forecasting

Scheduling

Real-time monitoring

Performance reporting

Education

Bachelor's degree

Tools

MS Excel

Pivot Tables

VLOOKUP/XLOOKUP

Power BI

NICE

Verint

Genesys

Job description

Infopark, kakkand, India | Posted on 10/28/2026

Qualification: Bachelor's Degree (Mandatory)

Salary Package: Up to ₹9 LPA

Job Summary

We are looking for a skilled and detail-oriented Workforce Management (WFM) Analyst with 2-5 years of relevant experience. The ideal candidate should have strong analytical skills and hands-on experience in workforce planning, forecasting, scheduling, real-time monitoring, and performance reporting to ensure optimal resource utilization and operational efficiency.

Responsibilities

• Manage workforce forecasting, capacity planning, and scheduling to meet business requirements.
• Monitor real-time workforce performance, employee adherence, and productivity.
• Prepare and optimize staffing schedules based on workload forecasts and operational requirements.
• Track key workforce metrics such as service levels, occupancy, utilization, shrinkage, and schedule adherence.
• Analyze workforce data to identify trends, staffing gaps, and opportunities for process improvement.
• Prepare daily, weekly, and monthly MIS reports and performance dashboards.
• Coordinate with operations and management teams to ensure effective workforce allocation.
• Monitor absenteeism, leave patterns, and staffing requirements.
• Recommend strategies to improve workforce efficiency and achieve operational targets.

Requirements

• Bachelor's Degree in any discipline is mandatory.
• 2-5 years of hands-on experience in Workforce Management.
• Strong knowledge of workforce forecasting, scheduling, capacity planning, and real-time management.
• Advanced proficiency in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, and reporting.
• Experience with workforce management tools such as NICE, Verint, Genesys, or similar platforms is preferred.
• Experience in BPO, contact centre, or service operations workforce management.
• Knowledge of Power BI or other reporting and visualization tools.
• Experience in workforce optimization and process improvement.