Professional 1, Workforce Management at Gainwell Technologies LLC

, Andhra Pradesh, India -

Full Time

Start Date

Immediate

Expiry Date

20 Feb, 26

Salary

0.0

Posted On

22 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Data Analysis Techniques, Workforce Management Software, Forecasting Tools, Communication Skills, Collaboration Skills, Contact Center Operations, Key Performance Indicators, Microsoft Excel, Data Analysis Tools, Adaptability, Trend Analysis, Capacity Planning, Performance Reporting, Intraday Adjustments, Forecasting Model Creation

Industry

IT Services and IT Consulting

Description

Summary: A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule employees to meet anticipated stakeholder demand within a short time frame, usually focusing on daily or weekly timeframes; key responsibilities include monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts, identifying potential fluctuations in demand, and adjusting staffing levels accordingly to optimize service levels while managing labor costs. Your role in our mission: Skills and qualifications for a WFM short-term forecasting role:• Strong analytical skills and proficiency in data analysis techniques• Experience with workforce management software and forecasting tools• Excellent communication and collaboration skills to effectively communicate forecasts to stakeholders• Understanding of contact center operations and key performance indicators (KPIs)• Proficiency in Microsoft Excel and other data analysis tools• Ability to work under pressure and adapt to changing conditions what we are looking for: • Data analysis:Regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting.• Forecasting model creation:Utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations.• Intraday adjustments:Monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules asneeded throughout the day.• Communication and collaboration:Communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.• Performance reporting:Generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustmentsto forecasting methodologies.• Capacity planning:Assessing potential impacts of events like promotions or holidays on staffing requirements and adjusting forecasts accordingly.• Trend analysis:Identifying emerging trends in stakeholder demand and incorporating them into short-term forecasts. What should we expect from this role: Fast-paced, challenging and rewarding work environment. Work life balance. Hybrid/Remote working. Shift Timing: Night shift, 9 hours between 4:30 PM – 4:30 AM IST

Responsibilities

The role involves predicting near-future staffing needs by analyzing historical data and current trends to optimize employee scheduling. Key tasks include monitoring call volume, generating accurate forecasts, and adjusting staffing levels to meet service demands.