WFM Analyst

Gurugram, Haryana, India Req #3790
יום שני 27 ספטמבר 2021



The WFM Analyst is responsible for ensuring client/customer goals are met via analysis and creation of volume forecasts, staffing models, scheduling models and month / day / intraday analytics.  The WFM Analyst is accountable to the Global WFM Manager, and Global GCS Leaders.




  • Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
  • Drive overall reduction of cost by working closely with Operations Managers in improving agent productivity.
  • Implement analysis, reporting and management tools provided by GWFM
  • Prepare daily/weekly/monthly reports and distribute to the GCS leadership and Senior Management Team.
  • Work with GCS leadership team on initiatives to support new business growth and overall operations.
  • Oversee all GWFM activities to ensure operational and client goals are met.
  • Reporting deviations from assumptions in WFM plan
  • Escalation of system and technical issues
  • Reporting of CMS information such as call volumes, SL and abandon rates per skill
  • Adjusting CSR skill settings if required



  • A good command of the English language in speaking, reading, and writing
  • Excellent knowledge of Excel and Macros
  • Proficient in various PC applications such as Word, PowerPoint, Outlook, and Internet
  • Strong analytical and mathematical skills
  • Attentive, accurate and focused, with careful eye for detail
  • Excellent communication skills
  • Ability to prioritize while being self-directed
  • Ability to work on a variety of tasks simultaneously
  • Strategic thinker and tactical implementer
  • Strong analytical abilities to provide strategies based on historical and current data
  • High School education or Industry experience
  • Ability to maintain high standard of business ethics, professionalism, and confidentiality of information always



  • Annual CTC:         INR 5 Lacs p.a.
  • Week Offs:          Saturday & Sunday
  • Shift Timings:      5:30 pm – 5:30 am IST (8.5 Login Hours Between this shift window)
  • Work from Home/Office:               Work from Home, though there may be a future date when they may come into the office from time to time
  • Experience Level:              Minimum 2 years in WFM role

If you are interested in the opportunity, please email your resume at


Other details

  • Pay Type Salary
Location on Google Maps
  • Gurugram, Haryana, India