WFM Analyst

Gratitude·Kolkata

Pay not stated2.1–5 yrsFull-time

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About the role

WFM Analyst at Gratitude. Manage workforce planning activities including forecasting, scheduling, and capacity planning based on business requirements.

What you'll do

Manage workforce planning activities including forecasting, scheduling, and capacity planning based on business requirements
Prepare short-term and long-term staffing forecasts using historical trends, business projections, and operational inputs
Create and maintain agent schedules to ensure adequate staffing coverage across shifts
Monitor real-time adherence (RTA) and track schedule compliance to meet service level targets
Analyze call volume trends, shrinkage, occupancy, and staffing gaps to support operational efficiency