Senior Workforce Management Analyst

At Symbos we design connected experiences that bring together people technology and insight. Were a people-first organisation where growth is part of our DNA and where high-performing teams are built on trust collaboration and continuous learning.

We partner with global clients to deliver operational excellence through thoughtful data-led solutions creating meaningful work for our people and impact for our customers.

Were looking for a Senior Workforce Management Analyst to provide end-to-end support across the WFM lifecycle from forecasting and capacity planning to scheduling real-time management and reporting.

This role plays a key part in strengthening WFM capability across the business driving standards improving processes and ensuring consistent high-quality delivery across programs.

WFM Operations & Delivery

• Support forecasting scheduling real-time monitoring and reporting across multiple programs
• Step in across WFM streams during peak periods or gaps to ensure continuity
• Investigate service level gaps forecast variances and scheduling inefficiencies and implement improvements

Capacity Planning & Workforce Strategy

• Build and manage short medium and long-term capacity plans
• Develop supply and demand models to support hiring training and business growth
• Translate workforce insights into actionable resourcing recommendations

Process Improvement & Standards

• Design and maintain WFM standards templates and playbooks
• Lead process improvement initiatives to drive efficiency and accuracy
• Support the rollout of tools automation and scalable solutions

Reporting & Insights

• Deliver regular reporting and insight packs for operations and leadership
• Identify trends and provide clear data-led recommendations

Stakeholder Engagement

• Partner with Operations and Workforce leaders to align on planning and performance
• Support cross-functional initiatives and contribute to broader business discussions

• 35 years of WFM experience within a BPO or contact centre environment
• Strong end-to-end exposure across forecasting capacity planning scheduling real-time or reporting
• Experience in capacity planning and supply/demand modelling
• Strong Excel capability (advanced formulas pivot tables modelling); Power BI or Power Query is a plus
• Experience with WFM tools such as NICE Genesys IEX Verint or similar
• Strong analytical mindset with attention to detail
• Ability to translate data into clear actionable insights
• Confident communicator who can influence and partner across teams
• Experience mentoring or supporting WFM peers is highly regarded

• Be part of a high-growth people-first organisation
• Work with global clients and diverse programs
• Opportunity to influence and shape WFM standards and capability
• Collaborative environment focused on learning and continuous improvement

If youre looking to step into a role where you can drive impact across both operations and strategy wed love to hear from you.