WFM Analyst
Core
Develop short-term and long-term forecasts for workload volume, staffing needs, and resource requirements to optimize operations and improve service levels.
Role type
Workforce Management Analyst
Builds
Workforce reports, forecasts, trends, and recommendations for leadership
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
dashboards & analysis (via careerplan.io/jobs/51582338-wfm-analyst-at-dxctechnology)
Required skills
Workforce Management forecasting, Capacity Planning, Contact Center Analytics, Workforce Management platforms (NICE, Verint, Genesys, Calabrio, Aspect), Advanced Microsoft Excel, Data analysis, Business recommendations
Preferred skills
Power BI, Tableau, SQL, Financial planning, Budgeting, Cost-to-serve analysis, Process improvement, Workforce optimization
Technologies
NICE, Verint, Genesys, Calabrio, Aspect, Microsoft Excel, Power BI, Tableau, SQL
Responsibilities
Analyze historical trends, business drivers, seasonality, and special events to improve forecast accuracy; Maintain workforce management systems and forecasting models; Monitor forecast performance and identify variances; Partner with Operations, Finance, Marketing, and Vendor Management teams to align workload expectations; Prepare and deliver workforce reports to leadership; Identify opportunities to improve forecasting processes and operational efficiency
Seniority
Mid-level, hands-on IC
