About The Role

We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 16×7 environment.

Key Responsibilities

Support on-floor staffing activity planning and real-time workforce management.
Perform real-time monitoring to ensure adherence to schedules and SLAs.
Manage agent breaks and real-time resource availability on the operations floor.
Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence.
Coordinate and communicate effectively with Operations Managers and Team Leads.
Provide timely updates in internal systems and client tools.
Identify operational observations and ensure closed-loop communication with stakeholders.
Meet process expectations with high-quality standards and a strong sense of ownership.

Required Skills & Competencies

Basic to intermediate knowledge of workforce management and real-time operations.
Strong analytical, problem-solving, and root cause analysis skills.
Ability to quickly learn processes and adapt to ongoing business changes.
Professional conduct with clear verbal and written communication skills.
Working understanding of web technology and cable setup.
High reliability in attendance, punctuality, and shift flexibility.
Ability to work collaboratively while meeting defined timelines and service standards.
Proactive mindset with willingness to take responsibility beyond assigned tasks.

Qualifications & Experience

High school diploma or equivalent work experience preferred.
Prior experience in Workforce Management, RTM, or Customer Operations is an advantage.
Experience supporting 16×7 operations preferred.
Proficient in Excel