Workforce Management Analyst

About the Role

HCLTech is hiring Workforce Management (WFM) professionals for roles in Noida.

Available Roles

• Analyst - Real Time Analyst (RTA)
• Assistant Manager - Workforce Management (WFM)
• Support Lead (DPO)
• Process Manager

Key Responsibilities

For Analyst - RTA

• Monitor real-time performance metrics including SLA, AHT, Occupancy, Adherence, Queue Depth, and Shrinkage.
• Manage intraday activities by adjusting schedules, breaks, and offline activities.
• Identify service level risks and implement corrective actions proactively.
• Coordinate with Operations and WFM teams on real-time staffing decisions.
• Publish intraday reports and performance updates.
• Track attendance, adherence, and productivity metrics.

For Assistant Manager - WFM

• Manage end-to-end Workforce Management functions including Forecasting, Scheduling, Capacity Planning, and Real-Time Management.
• Develop short, medium, and long-term forecasts using statistical models and historical trends.
• Drive staffing, hiring, overtime planning, and resource optimization across Voice and Non-Voice operations.
• Improve forecast accuracy and workforce efficiency through continuous analysis.
• Lead WFM teams and collaborate with business stakeholders and clients.
• Manage capacity planning, reporting, invoicing, and governance activities.
• Analyze trends in AHT, Shrinkage, and workload patterns to improve operational performance.

Requirements & Tech Stack

Required Skills

• Strong knowledge of WFM metrics such as SLA, AHT, Occupancy, Adherence, and Shrinkage.
• Experience in Forecasting, Scheduling, Capacity Planning, and Real-Time Management.
• Advanced MS Excel skills (VBA knowledge preferred).
• Hands-on experience with WFM tools such as NICE, IEX, Aspect, Genesys, or similar platforms.
• Strong analytical, reporting, and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Experience in BPO / Contact Center environment (preferred).

Qualifications

• Professionals who can thrive in a fast-paced environment.
• Strong decision-makers with a data-driven mindset.
• Individuals passionate about operational excellence and workforce optimization.

Experience

• Analyst (RTA): 2-5 Years
• Assistant Manager (WFM): 5+ Years