Workforce Management Analyst

Capgemini; Pune District; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation & benefits

Performance-based bonuses

Career development & training

Flexible work arrangements (remote/ons

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Job summary

Capgemini India in Pune is seeking a Workforce Management Analyst to analyze call volumes, patterns, and staff productivity across assigned centers, forecast workloads, and develop staffing and scheduling plans to meet business goals. You will monitor attendance, coordinate with managers, adjust schedules, and prepare workforce reports.

The role requires strong analytical, communication, and problem-solving skills, with experience in MS Office and IEX or similar tools.

Qualifications

• Analytical skills and data interpretation.
• Strong communication across levels.
• Proficiency with MS Office and scheduling tools.

Responsibilities

• Analyze call volumes, patterns, and staff productivity for centers.
• Forecast future workload and adjust staffing plans.
• Monitor attendance and manage schedules with managers.
• Prepare workforce reports and propose shifts to improve service levels.
• Coordinate with supervisors to address scheduling gaps and overtime needs.
• Maintain workforce documentation and participate in relevant training.

Skills

Analytical skills

Microsoft Office

Cisco

IEX

Workforce management tools

Scheduling

Written communication

Verbal communication

Critical thinking

Tools

Cisco

IEX

Workforce management tools

Job description

Job Summary

Analyzes trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and corporate objectives.

Essential Job Functions

Analyzes call volumes, call patterns, call trends, and staff productivity for assigned centers; uses this information to build, coordinate, and accurately maintain employee schedules. Forecasts future workflow volume and makes scheduling adjustments based on business needs. Monitors all time away from work for the employees (i.e. vacation, absentee tracking). Recommends time away from work parameters, and monitors all time off. Corresponds with employees; adjusts schedules where appropriate. Communicates daily with managers and supervisors regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback to share with employees. Coordinates with supervisors and managers to identify employees who are out of adherence, so that they may be returned to a productive state. Assists with the fulfillment of work force guidelines. Conducts analysis on historical data to determine appropriate shift and staffing levels on a long-term basis. Prepares and maintains workforce management documentation. Analyzes and provides status reports to supervisor on a quarterly basis, or as needed. Makes recommendations to change shifts to improve service levels. Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge. Performs other functions as assigned.

Work Timings (India) - 08.30 PM IST to 5.30 AM IST

Analytical skills, Microsoft Office suite, Cisco and IEX, workforce management tools, Scheduling, Demonstrated written communication skills, Strong verbal communication and listening skills, Critical thinking and Problem Solving.

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/