Senior Workforce Management Analyst
Core
Drive value generation through detailed estimating, accurate forecasting, and cost projection for contact center operations and turnaround life cycles.
Role type
Senior Workforce Management Analyst
Builds
Contact center performance insights, cost models, and capacity plans for chat, inbound/outbound calls, and non-live services.
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
Dashboards & analysis
Required skills
Cost modeling, capacity modeling, SQL, MS Excel, Google Sheets, data synthesis, KPI variance analysis, cost per order/incident calculation
Preferred skills
Experience in BPO business, automated support process initiation
Responsibilities
Estimate, analyze, and forecast costs throughout the turnaround life cycle; oversee performance analysis of contact center data (calls, chat, email, social media); synthesize quantifiable data into actionable recommendations for executive leadership; engage in COE strategy decisions to balance customer experience with efficiency and cost-effectiveness.
Seniority
Senior, hands-on IC