India • kolkata

GWFM Analyst


Broad Function:


Responsibility for determining the demand capacity. Understands how the business operates and plans for future capacity requirements. Undertakes planning activities to ensure targets are met and optimizes efficiency and costs.


Performance Responsibilities:


  1. Analyze appropriate information and data in order to prepare schedules, plans and forecasts
  2. Create capacity plans which meet business targets and optimize efficiency and costs
  3. Review systems and methods to continually improve plans so that the organization can better anticipate customer needs
  4. Assess existing capacity and draw up forecasts based on future plans for demand
  5. Analyze specifications and capacity and undertake appropriate calculations to estimate job requirements, in terms of labor and resources
  6. Continually monitor and review plans and make appropriate adjustments in the event of changes and unforeseen circumstances
  7. Review trends, research data and evaluate and prepare results
  8. Reconcile variances from original plans and maintain a view of actual against forecast projections
  9. Continually review ways in which to make improvements and make the capacity planning process more efficient
  10. Guide and manage indirect reporting relationships with cap & RTA teams along with operations.
  11. Coordinate and facilitate collaboration with customer care leadership, operations, finance, information technology, outsource partners and others to provision process improvement & performance stability
  12. Align performance analysis with key call centre performance objectives (service level, utilization, budgeting, etc.)
  13. Conduct what if simulations to provide financial / performance advice regarding the impact of business strategies within contact centre.
  14. Perform other duties as requested by supervisor.



Candidate profile:

Business skills:

  1. Excellent communication and presentation skills in order to share recommendations with colleagues.
  2. Superior leadership abilities, as well as ability to work with team members.
  3. Creative problem-solving skills and critical thinking.
  4. Ability to work within a diverse, global workforce that is oriented around customer satisfaction.
  5. Ability to work independently.

Technical skills:

  1. Knowledge in any WFM tools (NICE is plus point)
  2. Database design and data architecture.
  3. Data mining and analytics.
  4. Data security and privacy.
  5. Data visualization, including tools such as Excel and Excess.
  6. Knowledge in SQL Server will be plus point.





1. Graduates Preferred.

2. A minimum of 2-4 years’ WFM experience in a call centre environment