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WFM - Real Time Analyst

Date:  Oct 29, 2025
Location: 

Bangalore, KA, IN, 560100

Req ID:  32095
Work Mode:  Remote India

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.

 

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

 

Role & Responsibilities

  • 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

       as needed 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 adjustments

       to forecasting methodologies.

  • Capacity planning:

       Assessing potential impacts of events like promotions or holidays on staffing requirements and adjusting forecasts accordingl

  • Trend analysis:

       Identifying emerging trends in stakeholder demand and incorporating them into short-term forecasts.

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