Workforce Analyst

 We are looking for a goal-oriented, data-driven Workforce Analyst to manage forecasting, scheduling, and real-time performance across multiple client programs. This role is critical to balancing service delivery, efficiency, and cost in a fast-paced contact center environment.   

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Develop and implement WFM strategies aligned with organizational objectives across multiple business units and client programs. 
• Build short- and long-term forecasts using historical data, trends, seasonality, and business inputs to accurately project volume and staffing needs. 
• Develop staffing models aligned with SLA targets, shrinkage assumptions, and occupancy thresholds; support capacity planning by providing headcount recommendations to Operations and Recruiting. 
• Create optimized schedules across multiple queues and programs, incorporating shifts, breaks, and coaching or meeting intervals to minimize operational disruption. 
• Monitor intraday performance in real time — proactively identifying volume variances, staffing gaps, and service level risks, and coordinating with Operations to execute timely adjustments. 
• Manage and track schedule adherence across multiple Operations teams; surface trends and partner with team leads to drive accountability. 
• In consultation with Operations teams, own key WFM metrics including Service Level, ASA, AHT, Occupancy, and Shrinkage — tracking performance, identifying gaps, and recommending corrective action. 
• Produce and distribute regular reporting (daily, weekly, and monthly) for both internal leadership and external clients across multiple accounts. 
• Track daily attendance across the operation and report exceptions to the leadership team. 
• Forecast monthly revenue estimates; monitor daily movement, identify variances, and present findings and recommendations to senior leadership. 
• Serve as a collaborative partner to Operations leaders, aligning workforce strategies with business goals and client expectations. 

Job Requirements

• 3–5+ years of Workforce Management experience in a call center or BPO environment 
• Hands-on experience with WFM platforms such as NICE IEX, Verint, Aspect, Genesys, or comparable tools 
• Proficiency in Microsoft Excel for data modeling and analysis; experience with Power BI or similar reporting tools strongly preferred 
• Solid understanding of core WFM concepts — forecasting methodologies, scheduling optimization, adherence tracking, and real-time management 
• Demonstrated ability to manage multiple programs and clients simultaneously in a high-volume, deadline-driven environment 
• Strong analytical and problem-solving skills with the ability to translate data into clear, actionable recommendations 
• Effective communicator — comfortable presenting findings and influencing decisions with both Operations teams and senior leadership 
• Bachelor’s degree in business, Statistics, Operations, or a related field preferred; equivalent experience considered