Workforce Management Analyst

The Workforce Management (WFM) Analyst is responsible for protecting Service Level (SLA) and Average Speed of Answer (ASA) targets by owning the full WFM lifecycle — forecasting, scheduling, and intraday management. This role ensures optimal staffing efficiency through accurate demand planning, real-time performance visibility, and data-driven recommendations that support operational excellence. The WFM Analyst serves as a strategic partner to Operations, QA, and Training teams by delivering actionable insights that align staffing capacity with business demand.

• Build and validate short-term and long-term forecasts by channel and queue.
• Analyze historical trends, seasonality, and business drivers to improve forecast accuracy.
• Translate demand forecasts into staffing requirements using WFM methodologies (e.g., Erlang C).
• Identify risks and recommend proactive staffing adjustments to maintain SLA/ASA targets.

• Convert demand forecasts into optimized schedules that balance service levels and cost efficiency.
• Manage shrinkage assumptions and ensure schedule efficiency.
• Recommend overtime (OT) or voluntary time off (VTO) strategies as needed.
• Support workforce planning initiatives to improve occupancy and resource utilization.

• Monitor real-time queue performance and staffing adherence.
• Identify variances between forecasted and actual volume, AHT, and staffing.
• Execute recovery plans to address SLA/ASA risks.
• Partner with Operations to implement real-time adjustments and corrective actions.

• Analyze staffing versus demand and provide clear, actionable recommendations.
• Maintain a single source of truth for WFM reporting.
• Develop and manage dashboards using BI tools (Power BI/Tableau).
• Track and monitor key WFM KPIs: Forecast Accuracy, SLA/ASA, Adherence, Occupancy & Schedule Efficiency, Shrinkage Accuracy, Intraday Recovery, OT/VTO Stability.
• Deliver performance insights on a structured cadence: daily intraday & variance, weekly forecast/staffing, monthly/quarterly capacity and seasonality reports.

• Partner closely with Operations, QA, and Training to align staffing with business objectives.
• Communicate staffing risks, trends, and strategic recommendations clearly and effectively.
• Support continuous improvement initiatives within workforce planning processes.

• 2–4+ years of experience in Workforce Management (forecasting, scheduling, intraday).
• Strong knowledge of WFM systems and ACD platforms (preferably NICE, InContact, Time Doctor).
• Advanced proficiency in Microsoft Excel.
• Experience with BI tools such as Power BI or Tableau.
• Solid understanding of WFM mathematics, including Erlang C.
• Excellent analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities in a fast-paced, data-driven environment.
• Attention to detail and accuracy in reporting and analysis.
• Proactive mindset with the ability to anticipate staffing issues and recommend solutions.
• Collaborative team player who can partner effectively with Ops, QA, and Training teams.
• Comfortable working under strict deadlines and handling intraday pressure situations.

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• • Day 1 HMO
  • Competitive pay including incentives and generous allowances
  • Payment of all statutory government benefits
  • 25 days of annual paid leave some days are convertible to cash
  • 13^th month pay
  • Onsite medical support
  • Employee Engagement Events
  • Employee Referral Program
  • Skills, training for personal and professional development

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