Manager
Core
Manage workforce planning, forecasting, scheduling, capacity management, and real-time monitoring to ensure optimal staffing levels and operational efficiency for service delivery.
Role type
Workforce Management (WFM) Analyst
Builds
Staffing plans, employee schedules, real-time operational adjustments, and workforce performance reports
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Workforce forecasting, capacity planning, shift scheduling, real-time monitoring, KPI analysis, stakeholder management, process improvement
Preferred skills
Advanced Excel (Pivot Tables, Power Query), WFM tools experience, automation initiatives
Technologies
Microsoft Excel, Workforce Management tools
Responsibilities
Analyze historical trends to create accurate workload forecasts; Create and maintain employee schedules to ensure adequate coverage; Monitor queue performance and staffing levels in real time; Generate daily, weekly, and monthly WFM reports; Partner with Operations leaders to understand business requirements; Identify opportunities to improve forecasting accuracy and scheduling efficiency
Seniority
Individual Contributor, Analyst level