WFM Analyst

OBJECTIVE
The Workforce Analyst is responsible for forecasting, capacity planning, scheduling, and real-time monitoring to ensure operational efficiency across the organization. This role supports service delivery by analyzing performance trends, providing actionable insights, and enabling data-driven decision-making. The ideal candidate is analytical, detail-oriented, and able to collaborate with operations, HR, and leadership to optimize staffing and meet business objectives.
POSITION DESCRIPTION
Scheduling
• Create optimal schedules that balance operational requirements, labor laws, employee preferences, and budget constraints.
• Maintain scheduling databases and adjust schedules based on updated forecasts and operational needs.
• Manage shift bids, lunch/break optimization, and schedule adherence policies.
Reporting & Analytics
• Produce daily, weekly, and monthly WFM dashboards (e.g., SLA, occupancy, shrinkage, efficiency).
• Conduct root-cause analysis for SLA misses and KPI deviations.
• Provide actionable insights on operational performance, recommending process improvements.
• Maintain data accuracy across WFM tools and reporting systems.
Cross-Functional Collaboration
• Partner with Operations, Training, HR, and Recruiting to align staffing plans with business goals.
•Participate in business reviews and provide WFM-driven insights.
• Support new program launches, transitions, and changes in operational strategy.
Qualifications:
Education and Experience:
• Bachelor’s degree in Business, Statistics, Engineering, or related field (preferred).
• 1–3 years of experience in Workforce Management, forecasting, or data analytics.
• Experience in contact center environments (BPO preferred).
Technical Skills:
• Proficiency in WFM platforms (e.g., Verint, NICE, Genesys, Intradiem, Calabrio).
• Strong Excel skills (pivot tables, formulas, dashboards).
• Experience with BI tools (Power BI, Tableau) is a plus. • Understanding of contact center KPIs (AHT, SLA, occupancy, shrinkage, backlog).