WFM Professional
Thane, Mumbai, India
Revenue – Customer Service /
Full-time /
On-site
When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
Role and Responsibilities
- Data Management & Analysis:
- Collect, collate, and clean data from various sources to ensure accuracy and consistency.
- Analyze large datasets to identify trends, patterns, and anomalies.
- Perform data validation and regular quality checks to maintain the integrity of the MIS database.
- Reporting & Visualization:
- Design, develop, and generate routine and ad-hoc reports (Daily, Weekly, Monthly) for management.
- Create and maintain interactive dashboards using tools like MS Excel, Power BI, or Tableau to visualize data and track Key Performance Indicators (KPIs).
- Present data-driven insights and reports to stakeholders in a clear and concise manner.
- Forecasting & Planning:
- Develop and maintain accurate short-term and long-term staffing forecasts based on historical data, business trends, promotional activities, and other relevant factors (e.g., call volumes, chat interactions, ticket submissions).
- Conduct capacity planning to determine optimal staffing levels required to meet service level agreements (SLAs) and business objectives.
- Analyze forecast variances and identify root causes for discrepancies.
- Scheduling:
- Create and optimize employee schedules that align with forecasted demand, employee availability, and company policies, minimizing overtime and idle time.
- Administer and manage shift bids, time-off requests, and other schedule adjustments within the WFM system.
- Ensure compliance with labor laws, regulations, and collective bargaining agreements.
- Real-time Monitoring & Adherence: (5 %)
- Monitor real-time performance metrics (e.g., service level, average handle time, occupancy, adherence) and proactively identify potential issues.
- Make real-time adjustments to schedules and queues as needed to ensure service levels are met.
- Monitor agent adherence to schedules and communicate deviations to management.
Skills and Qualifications
- Education: Bachelor’s degree in commerce, Business Administration, Computer Science, Information Technology, or a related field.
- Experience: 3+ years of proven experience in an MIS or Data Analyst role.
- Technical Skills:
- MS Excel (Expert Level): Proficiency in advanced formulas (VLOOKUP, HLOOKUP, INDEX-MATCH, SUMIFS), Pivot Tables, Power Pivot, Power Query, and creating complex charts.
- Macros (VBA): Strong knowledge of writing and editing VBA code to automate tasks.
- BI Tools: Hands-on experience with data visualization tools like Power BI or Tableau.
- Database Knowledge: Good understanding of SQL for data extraction and manipulation from databases like MS SQL Server or MySQL. (Not Mandatory)
- Proficiency in MS PowerPoint and Word for creating presentations and documentation.
- Analytical Skills: Strong analytical, problem-solving, and logical reasoning skills with an exceptional eye for detail.
- Communication: Excellent verbal and written communication skills with the ability to present complex information effectively.
- Ability to work effectively both independently and as part of a team in a fast-paced environment.
- Must be flexible in shift timings to meet business requirements.
The Accurate Way:
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
Take ownership.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work as one.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
About Accurate Background:
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.
Special Notice:
Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact humanresources@accurate.com.
- Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.
- Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.
- Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.
