Workforce Management Senior Analyst in India at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company, Beyondsoft. We are currently looking for a Workforce Management Senior Analyst in India.
This role sits within a high-performing workforce and business analysis environment supporting large-scale enterprise contact center operations. You will play a key role in ensuring optimal staffing, forecasting accuracy, and operational efficiency across dynamic, fast-paced environments. The position involves deep analytical work on workforce trends, capacity planning, and interval-level forecasting to support service delivery excellence. You will collaborate closely with operations leaders, delivery teams, and stakeholders across regions to identify gaps and recommend actionable staffing solutions. The role requires strong expertise in data modeling, scheduling strategies, and performance reporting. It is ideal for someone who thrives under tight deadlines and enjoys solving complex operational challenges. You will also contribute to continuous improvement initiatives that enhance workforce planning accuracy and business performance.
- Collect, analyze, and interpret staffing and utilization data to identify trends, gaps, and surplus across workforce operations, delivering insights to key stakeholders.
- Develop and maintain forecasting and scheduling models, including intra-day pattern reporting, interval forecasting, and capacity planning using advanced Excel techniques.
- Support performance reporting on a weekly and monthly basis, ensuring data accuracy and actionable insights for decision-making.
- Collaborate with operations managers, delivery partners, and stakeholders to support staffing alignment, resource planning, and service level objectives.
- Lead or contribute to capacity planning discussions, performance reviews, and resource allocation calls across multiple teams.
- Perform advanced workforce calculations such as AHT profiling, FTE/headcount planning, occupancy modeling, and productivity analysis.
- Ensure continuous monitoring of staffing performance and recommend improvements for efficiency and service delivery optimization.
- 5+ years of experience in Workforce Management, capacity planning, forecasting, or enterprise resource planning in large-scale environments.
- Strong knowledge of contact center operations, scheduling methodologies, and workforce optimization principles.
- Advanced Excel proficiency, including pivot tables, complex formulas, and manual workforce calculations (Erlang, occupancy, interval forecasting).
- Hands-on experience with tools such as Calabrio, with knowledge of Teleopti considered a plus.
- Experience with data visualization tools such as Power BI or Tableau is an advantage.
- Strong analytical thinking, problem-solving skills, and ability to interpret complex data sets into actionable insights.
- Excellent verbal and written communication skills in English, with the ability to work effectively with global stakeholders.
- Ability to work in fast-paced environments, manage competing priorities, and meet strict deadlines, including availability for 24x7 operations when required.
- Strong collaboration mindset, adaptability, and willingness to take initiative in dynamic team settings.
- Competitive compensation package aligned with industry standards.
- Flexible work arrangements, including remote working opportunities.
- Comprehensive health and wellness coverage (where applicable).
- Continuous learning, training, and career development opportunities.
- Exposure to global enterprise clients and complex operational environments.
- Inclusive and diverse workplace culture promoting collaboration and innovation.
- Strong focus on work-life balance and employee satisfaction.