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.
