Job Description
Inviting applications for the role of Business Analyst, Work Force Manager!
Responsibilities
Scheduling & Staffing
Create and maintain employee schedules to ensure optimal coverage across all business functions.
Balance productivity, service level goals, shrinkage, and agent preferences while designing schedules.
Coordinate real-time adjustments and intraday schedule changes based on business needs.
IEX Knowledge is Must
Real-Time Management (RTM)
Monitor queues, SLAs, and occupancy to maintain operational performance.
Execute intraday decision-making such as skilling, pull-outs, overtime, and breaks optimization.
Alert operations about performance deviations and drive corrective actions.
Reporting & Analytics
Preparing Power BI Reports
Design, automate, and publish daily/weekly/monthly WFM reports.
Provide actionable insights to management using KPI dashboards (AHT, SLA, Adherence, Shrinkage, Forecast Accuracy, etc.).
Collaborate with cross-functional teams to drive performance improvements.
Tools & Technical Expertise
Expertise in Power BI to create impactful dashboards and visualizations.
High proficiency in MS Excel, PowerPoint, and other MS Office tools for data handling and presentations.
Experience in IEX .
Operational Collaboration
Partner with operations, HR, training, and leadership to support staffing and productivity decisions.
Develop capacity models and business cases for hiring, training, and headcount planning.
Support continuous improvement initiatives and contribute to strategic transformation projects.
Qualifications we seek in you!
Minimum Qualifications
Graduate in Any stream
Preferred Qualifications/ Skills
WFM Professional with Relevant experience.