BuzzClan
Website:
buzzclan.com
Job details:
Job Description – Senior WFM Analyst
Job Title: Senior WFM Analyst
Experience: 5–8+ Years
Location: Mohali / Remote / Hybrid (as applicable)
US Shifts
Department: Workforce Management
Role Summary
The Senior WFM Analyst will lead workforce planning initiatives by driving forecasting accuracy, capacity planning, scheduling strategy, and operational analytics. This role partners closely with Operations, Leadership, and Clients to improve service delivery through proactive workforce management and business insights.
Key Responsibilities
- Own end-to-end workforce planning including forecasting, capacity planning, scheduling, and real-time management.
- Develop short-term and long-term staffing models using historical trends and business forecasts.
- Deliver accurate staffing recommendations to meet business KPIs and client SLAs.
- Lead queue performance analysis and identify opportunities for operational improvement.
- Perform detailed trend analysis, root cause analysis, and provide strategic recommendations.
- Build executive dashboards and present workforce insights to internal leadership and clients.
- Partner with Operations to optimize schedules, shrinkage, occupancy, and productivity.
- Support workforce transformation and process improvement initiatives.
- Mentor junior WFM analysts and establish reporting best practices.
- Participate in client governance calls and workforce planning discussions.
Required Skills
- Strong expertise in Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Workforce Analytics.
- Advanced Excel skills with experience in data modeling and automation.
- Hands-on experience with WFM platforms such as NICE IEX, Verint, Genesys, Avaya, or equivalent.
- Working knowledge of Power BI, SQL, and basic Python is preferred.
- Strong analytical mindset with the ability to translate data into business decisions.
- Excellent communication, presentation, and stakeholder management skills.
Preferred Qualifications
- Bachelor's degree in Engineering, Mathematics, Statistics, Business, or related discipline.
- 5–8+ years of experience in Workforce Management within BPO, Contact Center, or Shared Services.
- Experience managing multiple business lines or global operations is an advantage.
- Exposure to client-facing roles and workforce transformation projects is preferred.
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