Senior Workforce Management Analyst
Core
Senior Workforce Management Analyst responsible for predicting resource needs, analyzing large datasets, and creating actionable strategies to staff customer operations and service teams.
Role type
Senior Workforce Management Analyst
Builds
Staffing plans, shift offerings, and executive-level WFM reports for customer service operations
Domain
Financial Technology (Fintech) / Customer Operations
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Workforce management expertise, Verint software proficiency, Advanced Google Sheets (formulas, pivot tables), Data analysis, Executive reporting, Stakeholder communication
Preferred skills
Looker, BigQuery, Scenario planning, Resource modelling, Strategic capacity planning
Technologies
Verint, Google Sheets, Looker, BigQuery
Responsibilities
Prepare executive-level reports on WFM performance and resource requirements; Analyze large datasets to identify patterns and trends; Create and review shift offerings to support business growth; Show operational impact of supply and demand for shift pattern changes; Collaborate with forecasting and data teams to improve schedule quality; Manage Verint backend configuration and mappings
Seniority
Senior, hands-on IC
