Workforce Management (WFM) Analyst II

Job Summary

The WFM Analyst II supports day-to-day workforce management activities to ensure optimal staffing, coverage, and service levels across assigned business units. This role focuses on schedule management, intraday monitoring, basic forecasting, real-time adjustments, and reporting. The WFM Analyst II collaborates closely with Operations, QA, Training, and HR teams to improve efficiency and ensure a smooth workflow.

Responsibilities

• Assist in creating and managing staff schedules based on forecasted workloads. 

• Publish schedules, manage shift bids, and update PTO/leave requests. 

• Ensure accurate reflection of schedules in WFM tools. 

• Monitor real-time adherence (RTA), queue performance, and workload volume. 

• Flag operational risks and deviations to WFM Specialist II or Supervisor. 

• Consolidate operational data for daily/weekly performance dashboards. 

• Verify data accuracy and escalate discrepancies for correction. 

• Maintain data integrity in WFM tools. 

• Support basic troubleshooting and escalate system issues as needed. 

• Provide schedule or coverage updates to Operations and Team Leads. 

• Communicate intraday changes (reroutes, queue priorities, staffing adjustments). 

• Work with Training, QA, HR, and Ops on upcoming events impacting capacity. 

• Maintain up-to-date documentation for scheduling processes, intraday workflows, and reporting standards. 

• Help identify improvement opportunities for WFM processes.

Qualifications

Educational Qualifications and Professional Qualifications 

• Degree in Business, Mathematics, Statistics, Operations, or related field preferred. 

• Workforce Management or analytics-related training is an advantage. 

Total Experience & Relevant Experience 

• Minimum 2 - 3 years’ experience in WFM, operations support, or in the BPO sector. 

• Exposure to WFM systems. 

Minimum Functional Skills / Competencies Required 

• Analytical thinking. 

• Time management and prioritization. 

• Accuracy and attention to detail. 

• Communication and coordination skills. 

• Problem-solving. 

• Process adherence and discipline. 

• Willingness to learn WFM tools and methodologies

We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.

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