Workforce Management Analyst

Greeting From Gainwells Technology: Summary Workforce Management A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance with labor laws, all while optimizing productivity and service levels within the team they manage. Key Skills: Skills required for a WFM supervisor role: Strong analytical skills and ability to interpret data Excellent communication and interpersonal skills Proficiency with workforce management software Understanding of labor laws and compliance requirements Problem-solving and decision-making abilities Proficiency with telephony routing solutions Proficiency with Excel and Power BI Role & Responsibilities Forecasting and Staffing: Analyze historical data to predict future call volume and staffing requirements for locked forecasts. Develop staffingplans based on forecasted demand and business goals. Adjust staffinglevels based on real-time fluctuations in demand. Scheduling and Allocation: Create employeeschedules that alignwith forecasted demandand labor constraints. Optimize shift patterns to maximize efficiency and minimize costs. Manage employeetime off requestsand ensure adequatecoverage during peak periods. Performance Monitoring and Coaching: Monitor real-time adherence to schedules and performance metrics. Identify areas for improvement and provide coachingto employees. Conduct performance reviews and providefeedback. Data Analysisand Reporting: Analyze workforce data to identifytrends and opportunities for optimization. Generate reportson key performance indicators (KPIs)related to workforcemanagement. Present data insights to management to inform decision-making. Compliance Management: Ensure compliance with labor laws and companypolicies regarding scheduling and overtime. Monitor employeetime and attendance to prevent violations. Shift Timing : 4:30 PM to 4:30 PM (IST- 9 Hours)

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