Location : 2858 Woodcock Blvd, Chamblee, GA 30341 (onsite only)Work authorization : US Citizen or US Green Card onlyPay : $62-66K per yearHours: Monday-Friday (various shift times start early as 7:00am EST and end as late as 7:00pm EST)THIS FULL TIME TEMPORARY POSITION STARTS AUGUST 24, 2026 AND ENDS APRIL 30, 2027The Workforce Management (WFM) Analyst is responsible for monitoring real-time contact center operations to ensure service level agreements (SLAs), operational goals, and customer service objectives are consistently achieved. This role provides real-time analysis of staffing, agent performance, and service levels while partnering with Operations and Leadership to optimize workforce utilization, improve efficiency, and support business continuity.The WFM Analyst proactively identifies operational risks, recommends corrective actions, and delivers timely reporting and workforce insights that support forecasting, capacity planning, and informed business decisions.Key ResponsibilitiesMonitor real-time call center operations, including queues, agent availability, service levels, and operational performance.Track and manage Service Level Agreements (SLAs), response times, and key operational metrics to ensure business objectives are met.Partner with Operations leaders to implement real-time staffing adjustments and workload balancing to maintain optimal service delivery.Support workforce planning activities, including capacity planning, staffing alignment, scheduling, and resource allocation.Assist with schedule management, shift adjustments, time-off tracking, and adherence monitoring to maximize operational efficiency.Provide accurate workforce data and analytical insights to support forecasting, staffing models, and long-term workforce planning.Publish and maintain real-time operational dashboards and daily performance reports for leadership and operational teams.Track, analyze, and communicate key performance indicators (KPIs), including service level, average handle time (AHT), occupancy, adherence, abandon rate, productivity, and queue performance.Proactively identify trends, operational risks, and performance gaps, providing actionable recommendations to Operations leadership.Prepare Management Information System (MIS) reports and performance summaries for internal leadership and client stakeholders.Ensure the accuracy, integrity, and confidentiality of workforce data and operational reporting.Collaborate with Operations, Training, Quality Assurance, and Leadership teams to support business initiatives and continuous process improvement.QualificationsHigh school diploma or equivalent requiredMinimum 2 years experience in MIS / WFM support role in BPO (utilities / telecom preferred)Strong understanding of workforce management principles, including forecasting, capacity planning, scheduling, and real-time management.Experience monitoring contact center KPIs, SLAs, and service levels.Advanced analytical and problem‑solving skills with the ability to interpret operational data and identify trends.Proficiency with workforce management platforms, reporting tools, Microsoft Excel, and business intelligence applications.PreferencesMandatory Skills: WFM (Ops).Experience: 1-3 Years.The expected compensation for this role ranges from $37,500 to $83,600.Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.Applicants are advised that employment in some roles may be conditioned on successful completion of a post‑offer drug screening, subject to applicable state law.Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.#J-18808-Ljbffr
