Overview We re searching for a WFM Analyst to deliver all WFM tasks within the service center. This will include attendance, capacity planning, and scheduling functions, as well as preparation of performance reports (historical and future) for use in weekly meetings with internal departments and clients. You will own the process of preparing reports, conducting analysis, sharing findings, and generally striving for process improvements where possible. The role is within the Workforce Management unit under the WFM Manager. Accelerating Progress. Securing Futures. At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals. Responsibilities Prepare timely reports on staff attendance and performance as well as capacity planning, Service Level, and other performance-related analysis and share findings with management to coordinate actions needed for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. Reconcile daily attendance with employee timesheets against schedule and time in/time out reporting, ensuring hours are accurately accumulated and categorized in a format compatible with the company and department payroll procedures. Analyze and submit schedule trade requests for posted schedules as well as PTO submissions and approve/deny based on their effect on operations as per Cap Plan assumptions. Communicate and work with staff members, management, Human Resources, Accounting, and Operations Team while ensuring compliance with company standards and requirements. Manage, track, compile, check and report weekly and bi-weekly payroll for the entire account as well as Staff list updates, HC reports, Master Roster, and align changes/updates with Global WFM in order to reflect accurate HC accuracy for the entire operation. Monitor real-time performance for each LOB, including but not limited to: Service Level, Occupancy, Schedule Adherence, Staffing Attainment, AHT, and Staffing Requirements. Process management requests for modification, scheduling events, and ensuring the process is being followed by the entire operation and WFM team (meetings/training, etc.). Qualifications Bachelor s degree in any related field as well as 2+ years as a WFM Analyst. Professional fluency in English is essential, both written and oral. Strong computer skills including proficiency in Excel (Spreadsheet modeling required) and other MS Office products. Strong attention to detail, numerical, and analytical abilities, as well as the ability to solve problems and resolve conflicts. Must have a track record in a service center, ideally in a BPO environment. Experience with WFM Applications (Teleopti/Calabrio, NICE IEX, Aspect, Verint, or Genesys), general scheduling practices, back-office environments, and advanced Excel knowledge are considered as an advantage. Bachelor s degree in any related field as well as 2+ years as a WFM Analyst. Professional fluency in English is essential, both written and oral. Strong computer skills including proficiency in Excel (Spreadsheet modeling required) and other MS Office products. Strong attention to detail, numerical, and analytical abilities, as well as the ability to solve problems and resolve conflicts. Must have a track record in a service center, ideally in a BPO environment. Experience with WFM Applications (Teleopti/Calabrio, NICE IEX, Aspect, Verint, or Genesys), general scheduling practices, back-office environments, and advanced Excel knowledge are considered as an advantage. Prepare timely reports on staff attendance and performance as well as capacity planning, Service Level, and other performance-related analysis and share findings with management to coordinate actions needed for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. Reconcile daily attendance with employee timesheets against schedule and time in/time out reporting, ensuring hours are accurately accumulated and categorized in a format compatible with the company and department payroll procedures. Analyze and submit schedule trade requests for posted schedules as well as PTO submissions and approve/deny based on their effect on operations as per Cap Plan assumptions. Communicate and work with staff members, management, Human Resources, Accounting, and Operations Team while ensuring compliance with company standards and requirements. Manage, track, compile, check and report weekly and bi-weekly payroll for the entire account as well as Staff list updates, HC reports, Master Roster, and align changes/updates with Global WFM in order to reflect accurate HC accuracy for the entire operation. Monitor real-time performance for each LOB, including but not limited to: Service Level, Occupancy, Schedule Adherence, Staffing Attainment, AHT, and Staffing Requirements. Process management requests for modification, scheduling events, and ensuring the process is being followed by the entire operation and WFM team (meetings/training, etc.).