Workforce Management Analyst (WFM)

Job Summary

The Workforce Management (WFM) Analyst is responsible for forecasting workload demand developing staffing and capacity plans optimizing workforce utilization and delivering analytical insights that support service level commitments and operational performance. This role partners with Operations HR Training and business stakeholders to ensure the right resources are available at the right time while driving continuous improvement and operational efficiency.

Key Responsibilities

• Develop short- and long-term workload forecasts and staffing requirements.
• Create and maintain capacity plans to support service level and productivity targets.
• Analyze workforce performance staffing variances and forecast accuracy.
• Produce workforce reports dashboards and actionable business insights.
• Support scheduling optimization and resource allocation activities.
• Partner with Operations HR and Training teams on hiring plans ramp-ups and workforce strategies.
• Identify workforce risks and recommend corrective actions.
• Drive continuous improvement initiatives in workforce planning reporting and automation.
• Support implementation and optimization of WFM tools and technologie

Qualifications :

Education

• Bachelors Degree in Industrial Engineering Business Administration Statistics Operations Management or a related field preferred.

Experience

• 1-3 years of Workforce Management experience in a contact center customer service BPO or operations environment.
• Experience in forecasting capacity planning scheduling and workforce analytics.
• Experience creating reports and dashboards using workforce and business data.
• Knowledge of workforce planning methodologies and staffing models.

Technical Skills

• Advanced Microsoft Excel skills required.
• Experience with Workforce Management platforms preferred.
• Power BI reporting and dashboard development experience preferred.
• Strong analytical and problem-solving skills.

Language Requirements

• English & Spanish required.

Core Competencies

• Forecasting (Intermediate)
• Capacity Planning (Expert)
• Data Analysis (Advanced)
• Advanced Excel (Expert)
• Workforce Management Systems (Advanced)
• Business Communication (Advanced)
• Continuous Improvement & Operational Excellence (Advanced)

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time