WORKFORCE ANALYST @ CGS (COMPUTER GENERATED SOLUTIONS)
Computer Generated Solutions (CGS) is seeking a dedicated and detail-oriented Workforce Analyst to join our operational team in Hyderabad. The primary focus of this role is to track and analyze center and agent performance, ensuring that service level agreements are met consistently. You will be responsible for reporting on historical data, identifying trends, and managing employee information updates to maintain an efficient workflow. This position requires a proactive individual capable of handling intraday schedule changes and navigating the complexities of workforce management in a dynamic environment. As a Workforce Analyst, you will play a critical role in optimizing staffing levels and providing actionable insights to management. The role involves a full-time schedule with shifts typically occurring during the night to align with global business hours. Successful candidates will undergo comprehensive on-the-job training for 1-2 months to familiarize themselves with internal systems and processes. This is an excellent opportunity for analytical thinkers looking to grow their careers within a global technology and outsourcing solutions provider.
Key Requirements
Strong analytical and problem-solving skills.
Advanced proficiency in Microsoft Excel for data manipulation.
Excellent verbal and written communication skills.
High level of attention to detail and accuracy in reporting.
Flexibility to work night shifts and weekends consistently.
Proven ability to multitask and manage competing priorities in a fast-paced environment.
Ability to work effectively within a collaborative team environment.
Knowledge of Workforce Management (WFM) principles and tools.
Ability to perform statistical analysis on historical performance data.
Capacity to handle intraday schedule changes and real-time adjustments.