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Company Description QCONNECT SOLUTIONS LIMITED is a management consulting organization headquartered in Surrey, United Kingdom, serving clients across diverse industries. The company focuses on delivering strategic and operational consulting services that help clients improve efficiency and business performance. QCONNECT SOLUTIONS LIMITED combines domain expertise with data-driven insights to solve complex business challenges. Team members collaborate closely with clients and colleagues, working in an environment that values professionalism, analytical thinking, and continuous improvement.
Role Description The WFM Analyst role at QCONNECT SOLUTIONS LIMITED is a full-time, on-site position based in Hyderabad. The WFM Analyst will be responsible for forecasting call volumes and workloads, creating staffing plans, and scheduling resources to meet service level and performance targets. Daily tasks include monitoring real-time operations, analyzing variances between forecasted and actual performance, and recommending adjustments to optimize workforce utilization. The role involves maintaining and updating workforce management tools such as eWFM, generating reports, and presenting insights to stakeholders. The WFM Analyst will collaborate with operations, HR, and leadership teams to support decision-making, ensure accurate data, and drive continuous improvement in workforce planning processes.
Qualifications
- Strong Analytical Skills, including data interpretation, trend analysis, and problem-solving.
- Hands-on experience with Workforce Management and Workforce Planning in contact center or service operations.
- Proficiency with eWFM or similar workforce management platforms and related reporting tools.
- Effective Communication skills, with the ability to present findings and collaborate with cross-functional teams.
- Solid understanding of forecasting, scheduling, and real-time management methodologies.
- Advanced knowledge of MS Excel and familiarity with data visualization or BI tools is beneficial.
- Prior experience in a WFM Analyst or similar operations role is preferred.
- Bachelor’s degree in business, statistics, engineering, or a related field, or equivalent practical experience.
- Ability to work on-site in Hyderabad, manage multiple priorities, and meet deadlines in a dynamic environment.
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