Workforce management analyst

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Job Description: WFM Analyst
Department: Workforce Management
Designation: Analyst / WFM Analyst
Role Summary
The WFM Analyst is responsible for supporting workforce planning activities for contact center or service desk operations. This role focuses on real‑time monitoring, schedule adherence, reporting, and ensuring operational efficiency using workforce management tools.
Key Responsibilities
Real‑Time Management (RTM)
Monitor queues, SLAs, AHT, shrinkage, and staffing levels in real time.
Raise alerts to stakeholders for SLA risks or deviations.
Recommend immediate corrective actions such as skill changes, break optimization, or overtime requests.
Scheduling & Forecasting Support
Assist in generating weekly & monthly schedules.
Track leaves, shift requests, and schedule changes.
Support analysts/leads with basic volume and staffing forecasts.
Reporting & MIS:
Prepare daily/weekly/mont...

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