The WFM Analyst, Workforce Planning & Resource Optimizations is responsible for developing demand forecasts, staffing strategies, and workforce planning models to ensure optimal resource allocation across all service channels.
This role plays a key role in translating forecasted demand into operational staffing plans, including shift pattern design, hiring requirements, and training scheduling. The analyst works closely with operations, HR, and WFM leadership to ensure workforce plans support service level targets and operational efficiency.
Forecasting & Demand Planning
- Develop and maintain short-term and mid-term demand forecasts across all service channels (call, email, and chat).
- Analyze historical traffic patterns, trends, and seasonality to improve forecast accuracy.
- Support weekly reforecasting and demand adjustments to ensure workforce plans reflect operational changes.
- Document forecasting assumptions, methodology, and data inputs to ensure consistency in workforce planning practices.
Capacity Planning & Staffing Strategy
- Translate forecasted demand into staffing requirements using workforce planning methodologies.
- Develop capacity planning models to determine required headcount, staffing coverage, and service level feasibility.
- Support manpower planning and hiring projections in collaboration with HR and Operations.
- Identify staffing gaps and recommend workforce strategies to mitigate service-level risks.
Scheduling Strategy & Shift Pattern Design
- Design and optimize shift patterns to align staffing coverage with forecasted demand.
- Evaluate staffing distribution across intervals to ensure service level targets are achievable.
- Support schedule strategy development, including shrinkage considerations, shift mix optimization, and staffing coverage analysis.
- Work closely with WFM analysts responsible for schedule execution to ensure schedules align with workforce planning assumptions.
Workforce Planning Coordination
- Coordinate workforce planning inputs related to training schedules, hiring plans, and operational initiatives that impact staffing availability.
- Support planning of training sessions, onboarding timelines, and operational projects to minimise service level disruption.
- Collaborate with operations leaders to ensure workforce plans align with operational priorities and business requirements.
Requirements & Qualifications
Experience
- 34 years of experience in workforce management, capacity planning, or contact centre operations.
- Strong experience in forecasting, staffing calculations, and workforce planning methodologies.
- Experience in shift pattern design, workforce planning analysis, or capacity modelling.
- Advanced proficiency in Excel and workforce data analysis tools (Power BI or similar analytics platforms).
- Open to working in a rotational shift (24/7) environment.
Competencies
- Strong analytical thinking and workforce planning problem-solving skills.
- Ability to translate demand forecasts into practical staffing strategies.
- Strong coordination and stakeholder management skills with Operations and HR.
- Ability to balance service level targets with operational constraints.
- Capability to mentor junior analysts and support workforce planning governance.
