Job Family:

GIC Process (India)

Travel Required:

None

Clearance Required:

None

What You Will Do:

The Workforce Management (WFM) Analyst is responsible for managing workforce planning, forecasting, scheduling, capacity management, and real-time monitoring to ensure optimal staffing levels and operational efficiency. The role works closely with Operations, Recruitment, Training, and Leadership teams to support service delivery, meet client SLAs, and drive productivity improvements.

What You Will Need:

Forecasting & Capacity Planning

· Analyze historical trends, business drivers, and volume patterns to create accurate workload forecasts.

· Develop short-term and long-term staffing plans to support operational requirements.

· Perform capacity planning and headcount requirement calculations based on forecasted demand.

· Identify staffing gaps and provide recommendations to leadership.

Scheduling & Resource Management

· Create and maintain employee schedules to ensure adequate coverage across all shifts.

· Optimize staffing utilization while maintaining service level commitments.

· Manage schedule adherence, shrinkage, and staffing adjustments.

· Support schedule changes based on business demands and volume fluctuations.

Real-Time Management (RTA)

· Monitor queue performance, staffing levels, and operational metrics in real time.

· Identify service level risks and recommend corrective actions.

· Coordinate with Operations teams to manage intraday staffing adjustments.

· Track attendance, breaks, overtime, and exception management.

Reporting & Analytics

· Generate daily, weekly, and monthly WFM reports.

· Analyze key performance indicators (KPIs) such as:

o Service Level

o Productivity

o Occupancy

o Utilization

o Adherence

o Shrinkage

o Average Handling Time (AHT)

o Turnaround Time (TAT)

Present workforce insights and recommendations to leadership teams.

Stakeholder Management

· Partner with Operations leaders to understand business requirements and staffing needs.

· Collaborate with Recruitment and Training teams on hiring and onboarding plans.

· Support client reviews by providing workforce data and insights.

· Participate in governance meetings and workforce planning discussions.

Continuous Improvement

· Identify opportunities to improve forecasting accuracy and scheduling efficiency.

· Support automation initiatives, workforce optimization projects, and process improvements.

Ensure compliance with workforce planning standards and reporting requirements
What Would Be Nice To Have:

Technical Skills

· Advanced Microsoft Excel (Pivot Tables, Lookup Functions, Power Query, Dashboards).

· Strong analytical and reporting skills.

· Experience with workforce management tools

· Knowledge of forecasting and staffing methodologies.

Analytical Skills

· Strong numerical and problem-solving abilities.

· Ability to analyze trends and provide actionable recommendations.

· Attention to detail with high accuracy.

Communication Skills

· Excellent verbal and written communication.

· Ability to present workforce insights to leadership and clients.

· Strong stakeholder management and collaboration skills.

About Guidehouse India

At Guidehouse India, we’re redefining what’s possible by creating opportunities that change lives. Guidehouse is a global professional services firm that delivers advisory, technology, and managed services to clients across both the commercial and public sectors. Our teams turn bold ideas into solutions that transform industries, strengthen communities, and drive meaningful impact worldwide.

Across our Chennai, Trivandrum, and Gurugram locations, you’ll find opportunities where your passion and curiosity help shape what comes next. With cutting edge benefits, innovative learning and development programs, and a people first culture, we empower our people to lead with purpose.

We continue to expand our teams and capabilities across India, investing in state-of-the-art offices and high impact work. Here, you’ll collaborate with experts from around the world, build deep expertise, explore new domains, and accelerate your professional growth while making a real impact.

What We Offer

At Guidehouse India, we are committed to supporting the well-being of our people and their families at every stage of life. We offer competitive compensation and a comprehensive benefits package designed to help you thrive both inside and outside the workplace.

Our benefits include resources such as in house physician consultations, nutritious food options at the workplace, and confidential counseling through our Employee Assistance Program, along with other wellness focused offerings that support your overall well being.

Our comprehensive learning and development programs ensure you’re continuously upskilled and ready to tackle what’s next, so you can shape your own career path while contributing to meaningful, purpose driven work.

Important Fraud Notice

All official recruitment communications from Guidehouse will come from email addresses ending in @guidehouse.com or @myworkday.com. Guidehouse never charges fees, requests money transfers, or collects payments from educational institutions for recruitment events. Please do not share banking or personal financial information with anyone claiming to represent Guidehouse for hiring purposes.

Contact Us

If you have visited our website to explore career opportunities or to apply for a position and have questions, please contact the Guidehouse Recruiting team at IndiaRecruiting@guidehouse.com. All information you provide will be kept confidential and used only as required to support the recruitment process.

To learn more about Guidehouse in India, visit www.guidehouse.com/india.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.