Job Summary

The Senior Workforce Management Analyst is responsible for driving end-to-end workforce planning across forecasting, capacity planning, scheduling, and real-time performance management in a multi-channel contact center environment.

As a Subject Matter Expert, this role partners closely with Operations and HR to balance service level performance, staffing efficiency, and cost optimization. The role goes beyond execution, contributing to workforce strategy, planning accuracy, and continuous improvement of WFM frameworks in a 24/7 operation.

Role & Responsibilities

Develop forecasts (short to long-term) and perform capacity planning, including headcount and scenario (what-if) modeling
Drive workforce optimization across scheduling, shrinkage, and staffing efficiency to meet service level targets
Manage and validate historical data and planning assumptions to continuously improve forecast accuracy (target variance within ±5%)
Monitor real-time performance and execute intraday actions to maintain SLA and operational stability
Manage queue balancing, skilling, and concurrency adjustments, and conduct root cause analysis for performance gaps
Support workforce planning across voice and non-voice channels, optimizing routing, concurrency, and workload distribution
Design flexible and optimized scheduling strategies that balance business requirements with employee work-life balance
Align workforce strategies with demand patterns, backlog management, and customer experience goals
Provide workforce reporting, insights, and recommendations to support operational and financial decision-making
Partner with Operations as WFM to align on complex scenarios, staffing strategies, and performance improvement
Make data-driven decisions during critical service level risks, volume spikes, or operational incidents
Drive continuous improvement in WFM processes, forecasting accuracy, and scheduling methodologies
Support WFM tools, data integrity, and reporting enhancements

What you'll need

At least 2 years of experience as a Real-Time Analyst, WFM or any related roles.
Strong mathematical, statistical, and analytical skills.
Strong organizational skills and detail oriented.
Proficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.
Excellent oral and written communication skills and interpersonal skills.
Proficient in English (both verbal and written).
Eager to work in a small team and fast-paced environments.
Comfortable working with people from diverse cultural backgrounds and in different time zones.
Bachelor's degree or above.

Senior Analyst/Associate Manager, Workforce Management