Workforce Management Analyst (WFM)

Welcome to Keen, where art meets science. We're more than just another service provider or an outsourcing company. Keen acts as an integral extension of our clients' teams and business goals. Join our group of tastemakers specializing in digital marketing, creative, and customer experience, driving growth for our global clientele. Our vision is an ambitious one: to have best in class leaders and a culture of delivering excellence globally.

If you're keen to advance your career, embrace challenges, and redefine what's possible in the digital realm, you might just be the perfect fit for our dynamic team. Join us, and let's unlock the full potential of our clients' brands together.

Role Description

We are seeking an experienced Workforce Management Analyst to own the planning, scheduling, staffing, and real-time workforce management discipline across Keen’s client programs. The ideal candidate will be responsible for building reliable workforce plans, improving operational visibility, and helping teams protect service levels, adherence, occupancy, backlog, and frontline experience.

This position offers a unique opportunity to build WFM processes from the ground up in a scaling environment, partnering closely with Operations, Recruiting, Training, Client Success, and leadership to ensure client programs are staffed, scheduled, and managed with clarity and control.

Responsibilities:

• Build weekly and monthly staffing forecasts across email, chat, voice, back-office, and ticket-based support environments.
• Analyze volume trends, seasonality, backlog, average handle time, productivity, shrinkage, attrition, and hiring needs.
• Translate client growth plans into staffing, hiring, training, nesting, and ramp requirements.
• Maintain workforce models that show coverage needs, hiring gaps, operational risks, and productivity assumptions.
• Create schedules that balance service levels, occupancy, employee experience, and client coverage needs.
• Manage shrinkage assumptions, including PTO, absenteeism, training, coaching, meetings, public holidays, and attrition.
• Support scheduling for new hire training, nesting, production, and ramp periods.
• Identify understaffing, overstaffing, idle time, and schedule inefficiencies before they become operational issues.
• Monitor intraday performance across active queues and escalate service level risks clearly and early.
• Track schedule adherence, attendance, late arrivals, breaks, lunches, and exceptions.
• Recommend real-time adjustments to protect SLA, backlog, and customer experience.
• Produce daily, weekly, and monthly WFM reporting for leadership and client teams.
• Track key workforce metrics, including forecast accuracy, schedule adherence, occupancy, utilization, shrinkage, service level, backlog, AHT, and staffing variance.
• Convert workforce data into clear, actionable recommendations for operations and leadership.
• Partner with Operations Managers, Team Leaders, QA, Training, Recruiting, HR, and Client Success to support program performance.
• Support new client launches, pilot ramps, and expansion planning.
• Build scalable WFM processes that create operational control as Keen grows across clients and geographies.

• 4+ years of Workforce Management experience in a BPO, contact center, marketplace, SaaS, fintech, eCommerce, Trust & Safety, or digital operations environment.
• Proven experience with forecasting, scheduling, capacity planning, and real-time management.
• Strong understanding of support operations across at least two channels, such as email, chat, voice, back-office, or ticket-based work.
• Experience supporting international clients or global operating windows.
• Strong Excel or Google Sheets capability.
• Ability to build staffing models, dashboards, and operational reports from scratch.
• Experience working cross-functionally with Operations, Recruiting, Training, HR, QA, and Client Success teams.
• Ability to communicate workforce risks, trade-offs, and recommendations clearly to leadership.
• Strong analytical judgment, attention to detail, and comfort operating in a fast-moving environment.
• Calm, practical decision-making under operational pressure.
• High ownership, accountability, and willingness to build processes without needing every detail handed over.

Preferred experience includes:

• Experience in BPO or contact center operations.
• Experience supporting US, UK, or European clients.
• Familiarity with tools such as NICE IEX, Verint, Calabrio, Aspect, Playvox, Assembled, Zendesk WFM, Tymeshift, or similar platforms.
• Exposure to Zendesk, Gorgias, Intercom, Salesforce, or other CRM or helpdesk systems.
• Experience supporting fast ramps, pilot launches, or high-growth operational environments.

• Competitive salary based on experience

• Build something meaningful with a fast-growing, values-driven company

• Opportunity to shape client outcomes and influence internal operations

• Leadership development, mentorship, and future growth opportunities
• Birthday leave + professional development budget
• A global team of operators, creatives, and strategists who work hard and are building the future of BPO

This is a full-time position, requiring flexibility in hours, but will primarily work from from 3 pm to 12am SAST at our offices in Cape Town. The ability to commute to and from the office is required.