Workforce Management Analyst

Workforce Management Analyst

• Forecasting & Capacity Planning

Analyse historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs.
Build short-term, mid-term, and long-term capacity plans based on business growth and seasonal trends.¢ Maintain and update headcount plans in coordination with Operations and HR.

• Scheduling

¢ Create and maintain agent schedules to ensure coverage across shifts, skill types, and queues.
¢ Factor in shrinkage, leaves, training, and meetings while maintaining service level targets.¢ Manage shift swaps, overtime, and time-off requests to balance operational needs and employee preferences.

• Real-Time Management

¢ Monitor inbound queues and agent adherence throughout the day.
¢ Take real-time actions to correct staffing variances (e.g., adjust breaks, reassign agents, or trigger overtime).¢ Communicate intraday performance and SLA risks to operations and leadership.

• Reporting & Analytics

¢ Prepare daily, weekly, and monthly reports on service levels, forecast accuracy, and occupancy.
¢ Conduct variance analysis between forecasted and actual performance metrics.¢ Identify opportunities to optimize workforce efficiency and improve forecast accuracy.

• Stakeholder Collaboration

¢ Work closely with Operations, Training, and HR teams to align headcount and scheduling with business goals.
¢ Provide actionable insights and recommendations during business reviews. Skills & Qualifications¢ Graduate degree (any discipline).¢ 15 years of experience in WFM for inbound call centre operations (Customer Service, Technical Support, or similar).¢ Strong understanding of call centre metrics such as SLA, AHT, Occupancy, and Adherence.¢ Proficiency with WFM tools (e.g., NICE IEX, or similar).¢ Advanced knowledge of MS Excel¢ Strong communication, problem solving, and analytical skills