Workforce Analyst

2-4 Years

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Early Applicant

Job Description

Key Responsibilities

Prepare and maintain short- and long-term forecasts using historical data and trends
Create and manage staff schedules aligned with forecasted demand and business requirements
Monitor real-time performance and recommend adjustments to staffing or schedules
Track and analyze key performance metrics such as service level, AHT, shrinkage, and occupancy
Generate daily, weekly, and monthly WFM reports and insights
Identify variances between forecasted and actual performance and provide recommendations
Collaborate with Operations and other stakeholders to align workforce plans with business needs
Maintain WFM systems and ensure data accuracy
Support capacity planning and headcount requirement analysis
Assist in continuous improvement initiatives for workforce processes

Qualifications

Bachelor's degree in Business Administration, Statistics, Mathematics, or related field
2–4 years of experience in Workforce Management or similar role (BPO/contact center preferred)
Experience with WFM tools such as NICE IEX, Verint, Aspect, or similar
Strong analytical and problem-solving skills
Advanced proficiency in Microsoft Excel
Good communication and stakeholder management skills