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Senior Workforce Business Analyst

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Job Description


  • Bachelor’s Degree in any course with preference for applicants with experience in WFM.
  • Knowledge and understanding of Contact Centre and Back-office operations (queues/incoming volume, staffing, service levels, etc.)
  • Working knowledge and technical understanding of workforce management and resource optimization principles, concepts, and practices
  • Knowledge or relevant experience in forecasting, planning, scheduling and/or real-time management of calls or work volumes and staff , ensuring optimal performance.
  • Excellent relationship building and interpersonal skills with a focus on high level of professionalism and customer service
  • Advanced knowledge of MS Excel and Office
  • Have working knowledge of WFM Tools like Verint, Avaya AIQ, Enlighten etc.
  • Have experience in Project Management and/or Business Analysis (preferred)
  • Superior attention to detail, analytical and problem-solving skills
  • Strong time management skills
  • Self-motivated, able to work effectively under minimal supervision
  • Amenable to work in shifting schedules
  • Ability to motivate and positively influence others
  • Demonstrated professionalism
  • Able to juggle concurrent priorities, work under pressure and meet deadline
  • Ability to independently drive for forecast accuracy improvement
  • Ability to work successfully independently and within a team