WFM Analyst, Vendor Operations
Core
Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
Role type
Workforce Management Analyst (Vendor Operations)
Builds
Agent schedules, headcount forecasts, and WFM performance reports for contact center operations
Domain
Logistics / Quick Commerce / Tech
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Schedule optimization, real-time adjustments, headcount forecasting, WFM reporting, stakeholder liaison, data analysis, Excel (advanced), SQL, Erlang-C
Preferred skills
Python, automation tools, programming
Responsibilities
Develop and optimize agent schedules, make real-time schedule adjustments, allocate shifts and breaks, monitor schedule adherence, generate WFM performance reports, act as point of contact for scheduling inquiries, liaise with internal departments and external BPOs, support short-term planning and coordination
Seniority
Mid-level, hands-on IC