AnalystSenior Analyst Workforce Management BPO

Job description
We are seeking a detail
oriented and analytical Workforce Management
WFM
Analyst
Senior Analyst to join our growing team in Pune
This role is ideal for professionals with strong analytical capabilities and hands
on experience in Advanced Excel
MIS reporting
and forecasting models
The selected candidate will play a key role in delivering actionable insights for resource planning
performance tracking
and operational efficiency in a US shift environment
Key Responsibilities

Prepare
update
and maintain MIS reports for internal teams and leadership to track performance and business KPIs

Conduct data analysis using historical and real
time metrics to support business decisions and WFM initiatives

Build and refine forecasting models using past performance data
volume trends
seasonality
and workload patterns

Leverage Advanced Excel skills
including pivot tables
charts
lookups
conditional formatting
and macros
to automate reports and enhance decision
making

Design and manage interactive dashboards and visual reports for real
time workforce planning and monitoring

Ensure data accuracy
timeliness
and consistency in all reporting deliverables

Collaborate with stakeholders across WFM
operations
and HR to ensure alignment and responsiveness to business needs
Candidate Requirements

2 to 6 years of experience in Workforce Management
MIS reporting
or similar analytics roles

Advanced Excel proficiency is a must

Strong understanding of WFM metrics
forecasting principles
trend analysis
and data visualization techniques

Good verbal and written communication skills
ability to interact effectively with cross
functional teams

Must be currently based in Pune or nearby areas

Must be comfortable working US Night Shifts
Preferred Qualifications
Good to Have

Experience in contact center or BPO environments

Exposure to WFM tools is an added advantage

Familiarity with SQL or any BI tool is a plus