WFM Analyst

Workforce Management (WFM) Analyst

Fan Care

As the Workforce Management Analyst you will report to the Community Care Director of Programs & Planning. You are passionate about improvements. Asking the right questions to find the right answers. Thinking critically and analyzing data to connect the dots and find solutions.

Responsibilities:

• You'll analyse historical datasets to ensure our partners are meeting plans, with the ability to find relevant insights to lead improvements across our organisation.

• Build a relationship with our operations, product, and project management teams to ensure we are modeling future targeted outcomes in our capacity and staffing plans.
• Deliver and present our long-term planning outputs on a monthly and quarterly basis to leadership teams across the organisation.
• You will work closely with the Sr. Director of Community Care & business planning teams to ensure that we are achieving our monthly, quarterly, and annual budget targets.
• Collaborate with our Data Science and Insights teams to identify analysis opportunities, guide improvements, and to ensure accurate measurement of the business while striving to maximize our efficiency.

• You will create workload requirements, staffing proposals and financial projections for our lines of business, and update them on a monthly, quarterly, and annual basis.

Qualifications:

• 5+ years experience performing WFM at a large-scale multinational corporation.

• 5 years or more in a Staff Planning role for a team of 1000+ agents with multiple campaigns
• Quickly shift your mindset between long-term strategic forecasting and short-term tactical planning.
• Experience of important planning methodologies like Erlang, Workload, Shrinkage, etc.
• Intermediate knowledge of forecasting, quantitative modelling, and scenario analysis.
• 2+ years of experience using Tableau or a similar analytics platform to analyse large datasets to ensure accuracy of our planning inputs and outputs, and to identify improvement opportunities.

• Deliver to targets with quick turnaround.