Workforce Management Analyst

Selections HR Services Private Limited; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Selections HR Services Private Limited is seeking an experienced Workforce Management (WFM) professional for a Voice Operations/Call Center environment in Pune, India. You will manage end-to-end WFM activities, including real-time analysis, scheduling, forecasting, and capacity planning, while coordinating with operations and stakeholders.

This direct client-facing role requires leading WFM teams, presenting insights, and driving optimization to meet service levels and staffing targets.

Qualifications

• Must have work experience in Workforce Management within a Voice Operations/Call Center environment.
• Hands-on experience in Real-Time Analysis (RTA), Scheduling, Forecasting, and Capacity Planning.
• Proven track record of leading WFM teams and managing client relationships.
• Solid understanding of call center metrics, service levels, and staffing requirements.

Responsibilities

• Manage end-to-end Workforce Management activities for Voice/Call Center operations.
• Lead and manage WFM teams across RTA, Scheduling, Planning, and Forecasting functions.
• Drive workforce planning and capacity management based on business requirements.
• Monitor intraday performance, staffing levels, service levels, and adherence.
• Develop and manage schedules to optimize staffing and resource utilization.
• Collaborate with Operations to identify staffing gaps and implement solutions.
• Forecast and capacity plan to support short- and long-term requirements.
• Act as primary point of contact for clients for WFM discussions and reviews.
• Present WFM insights, reports, and recommendations to stakeholders.
• Ensure timely delivery of WFM requirements while meeting service levels.

Skills

WFM in Call Center

RTA

Scheduling

Forecasting

Capacity Planning

Leadership

Client-facing

Analytics

Job description

Job Description – Workforce Management (WFM)

Role Overview

We are looking for an experienced Workforce Management (WFM) professional with strong expertise in managing WFM functions within a Voice Operations/Call Center environment. The ideal candidate should have hands-on experience across key WFM areas, including Real-Time Analysis (RTA), Scheduling, Forecasting, Capacity Planning, and Workforce Planning.

This is a direct client-facing role, and the candidate will be responsible for managing client expectations, presenting WFM insights, and ensuring effective coordination between operations, WFM teams, and key stakeholders.

Key Responsibilities

• Manage end-to-end Workforce Management activities for Voice/Call Center operations.
• Lead and manage WFM teams across RTA, Scheduling, Planning, and Forecasting functions.
• Drive workforce planning and capacity management based on business requirements and operational demand.
• Monitor intraday performance, staffing levels, service levels, adherence, and other key operational metrics.
• Develop and manage schedules to ensure optimum staffing and efficient resource utilization.
• Work closely with Operations and other stakeholders to identify staffing gaps and provide appropriate solutions.
• Conduct forecasting and capacity planning to support short-term and long-term business requirements.
• Act as a primary point of contact for clients for all WFM-related discussions, updates, and performance reviews.
• Present WFM insights, reports, trends, and recommendations to internal and external stakeholders.
• Ensure timely delivery of WFM requirements while maintaining agreed service levels and operational targets.
• Identify opportunities for process improvement, automation, and optimization within WFM processes.
• Manage team performance, provide guidance and support, and ensure smooth functioning of all WFM activities.

Required Skills & Experience

• Strong core experience in Workforce Management within a Voice Operations/Call Center environment.
• Hands-on experience in managing RTA, Scheduling, Forecasting, Capacity Planning, and Planning functions.
• Proven experience in leading and managing WFM teams.
• Strong understanding of call center metrics, service levels, staffing requirements, and workforce optimization.
• Experience in a direct client-facing role with strong stakeholder and relationship management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Strong communication and presentation skills with the ability to interact confidently with clients and senior stakeholders.
• Ability to manage multiple priorities in a fast-paced and dynamic operations environment.

Preferred Candidate Profile

The ideal candidate should be a strong WFM professional with a combination of hands-on operational expertise, team management capabilities, and client-facing experience. The candidate must be confident in independently managing WFM functions and teams while effectively engaging with clients and driving operational performance.