Workforce Management Analyst

About the role

Etraveli Group is seeking a Workforce Management Analyst to monitor and optimise contact centre performance across its in‑house and vendor teams. The role involves real‑time schedule management, reporting and contingency planning to ensure service levels are met.

Key responsibilities

• Monitor queue performance, compare against forecasts, AHT and shrinkage, and report deviations.
• Drive real‑time management for in‑house and vendor contact centres, including skilling and priority changes.
• Approve schedule exceptions, generate intraday reports and track floor activities.
• Simulate scenarios, develop contingency plans and execute them when needed.
• Conduct root‑cause analysis and recommend operational actions, including overtime requirements.
• Provide ad‑hoc data analysis and regular reporting using spreadsheets.

Required profile

• Minimum 4 years experience as a Workforce Management Analyst.
• Excellent written and verbal communication skills.
• Strong interpersonal skills for cross‑geographic collaboration.
• Good business acumen and analytical abilities.

Required skills

• Proficiency with MS Office (Word, Excel) and Google Sheets.
• Knowledge of WFM tools; experience with Genesys Purecloud is a plus.

What we offer

• Employee Assistance Program, term life insurance, mediclaim health insurance.
• Meal coupons, performance‑based incentives and learning & development sessions.
• Diverse and inclusive workplace culture.