Workforce Management Analyst
Core
End-to-end workforce management lifecycle including forecasting, scheduling, and real-time monitoring for moderation and customer support workstreams.
Role type
Workforce Management Analyst
Builds
Optimized vendor staffing levels and service level targets across global time zones and languages
Domain
Contact center operations / BPO / High-volume support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Workforce management processes, Staffing modeling, Excel/Google Sheets, Data analysis, Multi-site operations, Omni-channel routing, Intraday management, Shrinkage/occupancy/attrition analysis, Budget alignment
Preferred skills
Strategic workforce planning, Vendor partner management, Financial operations alignment
Technologies
Excel, Google Sheets
Responsibilities
Develop long-term and short-term workload forecasts, Create and manage complex staffing models, Monitor real-time queue performance, Analyse shrinkage and attrition trends, Audit vendor schedule adherence, Partner with Finance and Operations on staffing plans
Seniority
Mid-Senior, hands-on IC