ANALYST II, WORKFORCE MANAGEMENT

The Workforce Management (WFM) Analyst is responsible for forecasting workload, planning staffing requirements, scheduling resources, and monitoring performance to ensure operational goals are achieved.

Responsibilities

• The role partners closely with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization, service levels, customer experience, Responsibilities Forecasting & Capacity Planning Develop short-term, mid-term, and long-term workload forecasts.
• Perform staffing requirement calculations based on forecasts, Average Handle Time (AHT), service level targets, shrinkage assumptions, and occupancy goals.
• Create capacity plans and hiring recommendations.
• Conduct scenario modeling and what-if analyses.
• & Resource Planning Design and optimize schedules.
• Manage intraday staffing adjustments.
• Monitor schedule adherence.
• Real-Time Management Monitor operational performance against key metrics.
• Analyze trends and recommend corrective actions.
• Partner with Operations to address staffing gaps and risks.
• Reporting & Analytics Develop dashboards and reports.
• Analyze forecast accuracy, service level, Average Speed of Answer (ASA), Average First Response Time (AFRT), occupancy, shrinkage, adherence, and productivity metrics.
• Partner with leaders and present workforce insights.
• Influence decisions through data-driven recommendations.
• Identify process improvements and automation opportunities.

Requirements

• Required Qualifications Bachelor's degree in a related field.
• 3+ years of WFM experience in a Contact Center / BPO environment.
• Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
• Advanced Excel skills.
• Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.
• Strong forecasting and statistical analysis capabilities.
• Ability to turn complex metrics into clear dashboards and actionable operational insights.
• Skill in presenting workforce insights and influencing business leaders through data.
• High proficiency in making sound decisions under pressure and managing continuous improvement initiatives.
• Success Measures (KPIs) Forecast Accuracy Service Level Achievement Staffing Plan Accuracy Schedule Efficiency Shrinkage Management Adherence Performance Occupancy Targets Stakeholder Satisfaction Operational Cost Optimization

Preferred

• Qualifications Experience supporting large-scale customer service, telecommunications, or technical support programs.
• Experience with Power BI, Tableau, SQL, or similar analytics tools.
• Knowledge of Erlang calculations and workforce planning methodologies.