Job Description
Job Title:  Workforce Management (WFM) Analyst
City:  Atlanta
State/Province:  Georgia
Posting Start Date:  7/13/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Workforce Management (WFM) Analyst 

Job-Type: Full-time temporary position.

Location: 2858 Woodcock Blvd, Chamblee, GA 30341 (onsite only)

Work authorization: US Citizen or US Green Card only

Pay: $62-66K per year

Hours: 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, 2027****

The 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 Responsibilities

  • Monitor 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.

Qualifications

  • High school diploma or equivalent required
  • Minimum 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.

Preferences

  • Exposure to WFM tools (Genesys / NICE / Verint etc.)
Mandatory 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.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.