Workforce Planning Analyst

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Key Responsibilities:

Forecast workload and staffing requirements across multiple contact center queues.
Create and maintain staffing models to support long-term planning.
Perform real-time monitoring and routing optimization using tools like IEX and Amazon Connect.
Support OMNI-channel and Amazon Connect migration from a WFM perspective.
Work closely with operations and project teams for rollout planning and performance tracking.
Analyze trends, identify risks, and implement contingency plans.
Generate daily/weekly/monthly reports to track forecast accuracy and operational KPIs.

Role Proficiencies:

Technical: Strong command of IEX, Amazon Connect, Genesys, or similar WFM systems. Excel (VLOOKUP, pivot tables, basic macros); exposure to SQL or BI tools a plus. Deep understanding of inbound call volumes, shrinkage, occupancy, and productivity KPIs
Analytical: Ability to convert complex data into actionable insights. Accurate forecasting and variance tracking.
Communication: Strong coordination skills to work with stakeholders across planning, operations, and tech teams. Clear communication of staffing plans, changes, and performance reports.

Experience:
6 - 10 Years
Salary:
12 LPA - 18 LPA
Diversity Candidate:
Yes
Location:
Gurgaon
Address:
Gurgaon
Primary Skills:
Workforce Management (WFM), Capacity Planning, Forecasting & Scheduling, Real-Time Adherence (RTA), IEX / Genesys / Amazon Connect
Secondary Skills:
OMNI Channel Workforce Optimization, Queue & Skill-based Routing, Reporting & MIS, Excel/Advanced Excel, SQL (preferred for data work), ACD, IVR, and cloud contact center tools
Industry:
Health/Fitness
Job Type:
Full time
Degree:
Bachelors Degree in Business Administration, Operations, IT, or related field