Workforce Management (WFM) Analyst

Rev.10/09/25 

Job Title: Workforce Management (WFM) Analyst 
Location: Bengaluru, India (Hybrid) 
Reports To: Head of Paymode Customer Support 

Overview 
The WFM Analyst will establish and lead workforce planning capabilities across multiple geographies and business lines, supporting Paymode and Nexus Member Services. The role will evolve over time, beginning with foundational forecasting and scheduling, then expanding into supporting real-time queue management, global forecasting, and productivity analysis. The successful candidate will combine strong analytical skills with operational awareness and the ability to build scalable processes in a fast-moving, global environment. 

Work Location 
This position is based in our Bengaluru office. The current schedule is onsite four days per week with work from home on Fridays, though this may evolve based on business needs. 

Key Responsibilities 
Responsibilities will be phased in over time, beginning with foundational planning and expanding as processes mature and stabilize. 

• Forecasting & Scheduling: Develop and maintain workforce forecasts and schedules using advanced Excel techniques, ensuring coverage meets service level, occupancy, and productivity targets across multiple geographies and business units. 

• Foundational Build: Establish baseline capacity plans and scheduling frameworks, laying the groundwork for scalable workforce management processes. 

• Real-Time Management Support: Partner with operational managers and team leads to support existing real-time queue management, assisting with intraday adjustments, monitoring performance trends, and contributing to service level achievement. 

• Ongoing Maintenance: Perform regular monthly updates to forecasts and schedules, incorporating trends and operational changes to ensure plans remain accurate and aligned with business needs. 

• Global Forecasting: Contribute to global forecasting efforts, ensuring data consistency and alignment across business units. 

• Productivity & Performance Analysis: Conduct productivity and schedule adherence analysis, providing actionable insights and recommendations to managers and leadership. 

• Collaboration & Continuous Improvement: Work closely with operations, training, and business leaders to align workforce plans with organizational priorities, identify opportunities for process improvement, and enhance workforce planning accuracy and responsiveness over time. 

Qualifications 

• 3+ years of workforce management experience in a contact center environment, including experience leading forecasting, scheduling, or real-time management activities 

• Strong expertise in Excel including advanced formulas, modeling, and data visualization for staffing and forecasting purposes. 

• Proven experience in forecasting, scheduling, capacity planning, and supporting real-time management. 

• Experience supporting multiple geographies and business units simultaneously. 

• Excellent communication and stakeholder management skills across global teams. 

• Proven ability to build and scale workforce planning processes in dynamic, evolving environments. 

• Bachelor’s degree preferred, or equivalent relevant experience.