Sr Workforce Management Analyst
Core
Lead forecasting and staffing for outsourced customer support hubs, optimizing agent allocation and costs through global data-driven planning.
Role type
Senior Workforce Management Analyst (Data & Forecasting)
Builds
Global contact forecasts, staffing plans, and productivity savings initiatives for customer support operations.
Domain
Customer Support Operations / Workforce Management
Deliverable
production ML models
Required skills
SQL, Python, statistics, time series forecasting, data modeling, project management, stakeholder influence, AI workflow integration
Preferred skills
Time series forecasting methods, backtesting frameworks, accuracy metrics (WAPE, BIAS), platform/marketplace business experience, workforce management experience
Technologies
SQL, Python
Responsibilities
Define and streamline forecasting best practices; aggregate global contact volumes and distribute needs to hubs; forecast impact of AI agents and translation on human contact volumes; improve forecast accuracy and quantify overstaffing costs; drive the Productivity SteerCo to identify and deliver cost savings through data analysis.
Seniority
Senior, hands-on IC
