WFM Analyst

Role: WFM - Analyst 

Job purpose: 

To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy. 

Key areas of responsibility: 

• Forecasting and capacity modeling 
• Analysis of historic trends to predict future volumes 
• Create capacity plan and review the same on an agreed frequency i.e. Actual v/s projected capacity  
• Ensures that all reports originating from the team are accurate, relevant and reliable 
• Complete root cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness 
• Resource Management including accurately tracking all/any movement of headcount (attrition, new recruits) 
• Ensuring that all headcount databases are accurate and aligned 
• Work closely with the operations team to analyze and help improve their delivery processes 
• Assist with projects and other duties as requested or assigned 

Qualification: 

• A graduate 

Experience Required: 

• Min 2 yrs experience in WFM team with experience in trend analysis 
• Spread sheets with formula application and/or database software (Excel, Access) 
• Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software – preferred though not mandatory. 
• Advanced MS Office 

Soft skills / Competencies: 

• Ability to take initiative 
• Flexible team player with a positive attitude 
• Must have good time management with the ability to work with minimal supervision and under tight timelines 
• Capable of managing multiple, simultaneous projects 
• Must be friendly and professional with a positive attitude 
• Organized with the ability to quickly and effectively adapt to change 
• Able to communicate professionally - oral and written 
• Problem solving skills 

Working days 

• Monday to Friday