Workforce Management (WFM) Analyst

Job Title:

Overview

Work Location

Key Responsibilities

• Forecasting & Scheduling

  : Develop and maintain workforce forecasts and schedules using advanced Excel techniques, ensuring coverage meets service level, occupancy, and productivity targets across multiple geographies and business units.

• Foundational Build

  : Establish baseline capacity plans and scheduling frameworks, laying the groundwork for scalable workforce management processes.

• Real-Time Management Support

  : Partner with operational managers and team leads to support existing real-time queue management, assisting with intraday adjustments, monitoring performance trends, and contributing to service level achievement.

• Ongoing Maintenance

  : Perform regular monthly updates to forecasts and schedules, incorporating trends and operational changes to ensure plans remain accurate and aligned with business needs.

• Global Forecasting

  : Contribute to global forecasting efforts, ensuring data consistency and alignment across business units.

• Productivity & Performance Analysis

  : Conduct productivity and schedule adherence analysis, providing actionable insights and recommendations to managers and leadership.

• Collaboration & Continuous Improvement

  : Work closely with operations, training, and business leaders to align workforce plans with organizational priorities, identify opportunities for process improvement, and enhance workforce planning accuracy and responsiveness over time.

Qualifications

• 3+ years of workforce management experience in a contact center environment, including experience leading forecasting, scheduling, or real-time management activities

• Strong expertise in Excel including advanced formulas, modeling, and data visualization for staffing and forecasting purposes.

• Proven experience in forecasting, scheduling, capacity planning, and supporting real-time management.

• Experience supporting multiple geographies and business units simultaneously.

• Excellent communication and stakeholder management skills across global teams.

• Proven ability to build and scale workforce planning processes in dynamic, evolving environments.

• Bachelor s degree preferred, or equivalent relevant experience.