Workforce Management (WFM) Analyst II

• 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.

Requirements

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.