Workforce Services Senior Analyst-Messaging
On-site · Mumbai, Maharashtra, India
Job Summary
Senior-level role focusing on real-time and planning analytics for workforce management in a contact center. Responsible for monitoring intraday performance, adjusting staffing allocations, forecasting call volumes, and optimizing scheduling. Requires strong analytical skills, workforce planning knowledge, and decision-making capabilities to improve service levels and efficiency across care and retail operations. Roles include real-time management, forecasting for future demand, data collection, recruiting, budgeting, scheduling, and analytics to maximize performance and competency.
Required Qualifications
- Any Graduation
- 5 to 8 years experience
- English (International) - Expert
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