Job Description

WFM Analyst

Location: Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time
Experience: 4+ Years

We are seeking a WFM Analyst with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center. This role blends WFM expertise with advanced Excel-driven data analysis, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.

Key Responsibilities

• Workforce Management & Real-Time Operations
• Forecast call / lead volumes and plan short & long-term manpower
• Create schedules, rosters, and shrinkage plans for US time zones
• Manage real-time adherence (RTA) and intraday adjustments
• Monitor absenteeism, utilization, OT/VTO, and occupancy
• Support new hire ramp-up and batch productivity tracking
  

MIS, Reporting & Data Analysis (Core Focus)

• Own Daily / Weekly / Monthly MIS for operations and leadership
• Build advanced Excel-based dashboards and automated reports
• Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends
• Analyze agent, team, and campaign-level performance patterns
• Provide actionable insights and recommendations to Ops leadership
• Ensure data accuracy across dialer, CRM, attendance, and HR systems
• Support incentive modelling and performance improvement initiatives

Stakeholder Collaboration

• Partner with Operations, QA, Training, HR, and Leadership
• Support hiring plans, attrition analysis, and capacity decisions
• Participate in internal and client performance reviews as required
  

Key Metrics Owned

• Forecast Accuracy & Schedule Adherence
• Shrinkage, Utilization & Occupancy
• SLA / Productivity Achievement
• MIS Accuracy, Timeliness & Insight Quality
  

Mandatory Requirements

• 4–6 years’ experience in WFM / MIS / Operations Analytics in an International Call Centre
• Strong exposure to US night shift operations
• Advanced MS Excel skills (Pivot Tables, VLOOKUP, formulas, dashboards)
• Strong analytical mindset with ability to translate data into decisions
• Hands-on experience in real-time monitoring & intraday management
  

Great to Have & Required

• Experience with Convoso and other prominent outbound dialers (Highly Preferred)
• Exposure and excellent MS Excel, Power BI / Tableau
• Outbound sales or revenue-driven process experience
  

Why This Role

• High-impact, data-driven decision-making role
• Direct exposure to US clients and leadership
• Clear growth path to WFM Lead / MIS Manager / Ops Analytics roles