Workforce Analyst I (Forecaster)
On-site · Mumbai, Maharashtra, India
Job Summary
Forecast demand and supply metrics for staffing strategy and execution; monitor key business metrics and data trends; perform root cause analysis and recommend strategic solutions; participate in strategy meetings as a subject matter expert; support process improvements and best practice execution; ensure accurate data input through internal audits; adhere to deadlines for accurate 90-day forecasts; collaborate with cross-functional teams; present findings and recommendations to stakeholders; manage multiple projects and prioritize tasks efficiently; maintain accountability for data quality and integrity.
Required Qualifications
- Advanced knowledge of call center operations and workforce planning
- Advanced proficiency in Excel
- Experience with root cause analysis and resolution
- Excellent communication and presentation skills
- Ability to manage multiple projects and prioritize tasks
Desired Qualifications
- 3+ years’ experience in large call center or multi-site environments
- 3+ years’ experience in workforce planning (forecasting, staffing, scheduling, real time, or project management)
- Proficiency in Python and Alteryx
- Experience with workforce management platforms
- Familiarity with process improvement initiatives
- Strong analytical and technical skills
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