Job Description

The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, capacity planning, and workforce optimization to ensure Service Level Agreements (SLAs), operational efficiency, and cost targets are achieved across all Lines of Business (LOBs), channels, and sites.

This role supports business decision-making through advanced analytics, performance reporting, and executive dashboards using Power BI, MS Excel, MS Access, and presentation-ready insights. The WFM Analyst plays a key role in driving workforce productivity, operational stability, and continuous improvement within contact center operations.

Key Duties & Responsibilities

Workforce Forecasting & Scheduling

• Develop short-term and long-term call volume forecasts using historical trends, seasonality, and business drivers

• Create optimized agent schedules aligned with forecasted demand and service level requirements

• Ensure staffing alignment across multiple LOBs, skill groups, and operational hours

• Manage and optimize WFM systems to improve planning accuracy and scheduling effectiveness

Operational Performance Monitoring

• Monitor intraday performance and provide real-time corrective recommendations

• Analyze AHDT (Average Handling & Dialing Time) and identify operational improvement opportunities

• Track and report key WFM metrics including SLA, occupancy, shrinkage, adherence, utilization, and productivity

Reporting & Stakeholder Coordination

• Deliver high-quality dashboards, reports, and workforce insights to Operations and Planning leadership

• Prepare executive presentations and performance packs for weekly/monthly business reviews

• Act as a coordination focal point between Operations, WFM Planning, RTM, and outsource partners

• Communicate workforce risks and mitigation plans proactively and effectively

Financial & Budgeting Analysis

• Support budgeting, manpower cost forecasting, and workforce financial planning

• Monitor OPEX impact through productivity improvement initiatives and staffing model optimization

• Evaluate vendor/partner performance against productivity, SLA, and contractual KPIs

Continuous Improvement & Process Excellence

• Identify performance gaps through analytics and recommend corrective actions

• Enhance forecasting models and scheduling accuracy through structured improvements

• Support long-term workforce strategy, planning initiatives, and workforce modeling

Qualifications & Experience

• Bachelors Degree in Business Administration, Statistics, Mathematics, Operations Management, or a related discipline

• 3–5 years of Workforce Management experience in contact center / telecom operations

• Proven expertise in forecasting, scheduling, and workforce performance analytics

• Hands-on experience with WFM tools and workforce planning systems

Technical Skills

• Advanced Power BI (dashboards, DAX, data modeling)

• Advanced MS Excel (Pivot Tables, Power Query, Macros, forecasting models)

• Working knowledge of MS Access (database/reporting)

• Strong PowerPoint skills for executive reporting

Behavioral Competencies

• Strong analytical and strategic thinking capability

• High resilience and ability to work under pressure in a fast-paced environment

• Strong stakeholder management and cross-functional collaboration skills

• Flexibility to work in a shift-based environment