Website Tata Consultancy Services

Are you passionate about optimizing workforce operations and ensuring smooth performance in contact centers?
Join Tata Consultancy Services (TCS) as a Workforce Management Analyst and play a key role in managing staffing, schedules, and performance for global clients.

🔍 Job Overview

🏢 Company: Tata Consultancy Services (TCS)

💼 Role: Workforce Management (WFM) Analyst

📍 Location: Hyderabad / Pune / Mumbai, India

📅 Work Type: Full-Time | On-Site

📈 Experience Required: 3–4 years

🌟 About the Role – Workforce Management Analyst

TCS BPS is hiring WFM Analysts for Hyderabad, Pune, and Mumbai. This role focuses on optimizing workflows and staffing for contact center operations, including both front-office (voice ACDs, dialer management) and back-office channels (email, fax, chat, website).

Key responsibilities

  • Planning and optimizing workflows on a weekly, fortnightly, and monthly basis.

  • Monitoring schedule adherence, shrinkage, daily traffic volumes, and headcount.

  • Conducting real-time monitoring and providing recommendations for activities like training, meetings, and coaching.

  • Preparing Root Cause Analysis (RCA) for service level performance and staffing issues.

  • Ensuring forecasted workloads match available staff to maintain service levels efficiently.

  • Starting each day with a Review Action Plan (RAP) and tracking performance throughout the day.

🎓 Job Requirements – Workforce Management Analyst

  • Education: Any full-time graduate (10+2+3)

  • Experience: 3–4 years in contact center WFM

  • Notice Period: Immediate joiners or up to 30 days

  • Salary: Must be credited via bank (no cash)

  • Documents: All educational and employment documents mandatory

  • Shifts: Comfortable with rotational week-offs and shifts

💻 Skills Required

  • Excellent communication skills

  • Proficiency in MS Excel

  • Experience with WFM tools such as Genesys, NICE WFM, Aspect eWFM, Verint i360, Teleopti, Avaya Aura, etc.

💰 Perks & Benefits

  • Competitive salary with performance incentives

  • Work on-site with a leading global IT services company

  • Opportunity to enhance expertise in workforce management

  • Collaborate with experienced teams in high-performing environments

📝 How to Apply

If you are ready to take your career to the next level in Workforce Management, join TCS BPS and help optimize operations for global clients.