Job Description

This role focuses on managing workforce planning, queue operations, forecasting, scheduling, and real-time support operations for global customer support teams.

The Workforce & Queue Management (WFQM) Analyst acts as the operational backbone of customer support by ensuring:

• Efficient staffing
• SLA achievement
• Queue optimization
• Forecast accuracy
• Operational scalability

The role combines:

• Analytics
• Workforce management
• Operations support
• Queue/ticketing system administration
• Reporting and governance

Key Responsibilities

1. Forecasting & Capacity Planning

• Create:
  • Weekly forecasts
  • Daily forecasts
  • Interval-level forecasts
• Forecast:
  • Ticket/chat volume
  • Average Handle Time (AHT)
• Use:
  • Erlang-C models
  • Workload planning models
• Improve forecast accuracy using:
  • Trend analysis
  • Seasonality analysis
  • Policy/product change analysis

2. Scheduling & Staffing

• Build and optimize employee schedules
• Manage:
  • Shift planning
  • Shift swaps
  • Shift bidding
• Review staffing plans for BPO/vendor teams
• Ensure proper:
  • Occupancy
  • Utilization
  • Shrinkage planning
• Balance operational efficiency with employee work-life balance

3. Queue & Ticketing System Management

• Configure ticket routing systems
• Maintain:
  • Queue structures
  • Skill groups
  • Routing rules
  • Labels and categories
• Handle:
  • Change management requests
  • User access management
  • Tool onboarding/offboarding
• Ensure security and compliance standards

4. Real-Time Monitoring & Reporting

• Monitor SLA dashboards in real time
• Manage intraday operational changes such as:
  • Overtime (OT)
  • Voluntary Time Off (VTO)
  • Skill reassignment
• Perform:
  • Root Cause Analysis (RCA)
  • Service level deviation analysis
• Create and automate:
  • Performance reports
  • SLA reports
  • Adherence reports
  • Occupancy reports

Required Skills

Workforce Management Skills

• Workforce Planning
• Queue Management
• Forecasting
• Scheduling
• Capacity Planning
• Real-Time Management (RTM)

Operations & Analytics

• SLA Monitoring
• Root Cause Analysis
• Reporting & Analytics
• AHT Management
• Utilization Tracking
• Performance Analysis

Technical & System Skills

• Ticketing Systems
• Access Management
• Change Management
• Security Compliance
• Dashboard Monitoring

Soft Skills

• Time Management
• Problem Solving
• Communication
• Attention to Detail
• Coordination & Collaboration

Role Details

• Role: Technical Support – Non Voice
• Industry: Internet
• Department: Customer Success, Service & Operations
• Employment Type: Full Time, Permanent
• Role Category: Non Voice

Education

• Any Graduate
• Any Postgraduate

Key Skills

• Queue Management
• Forecasting
• SLA
• Customer Support
• Analytics
• Ticketing
• Root Cause Analysis
• BPO Operations
• Change Management
• Access Management
• Workforce Planning
• Real-Time Monitoring