Workforce Planning Analyst
Core
Build practical workforce plans and schedules to balance customer demand, service goals, and colleague availability while managing Verint WFM configurations.
Role type
Workforce Planning Analyst (IC)
Builds
Fair, workable schedules and accurate workforce plans for customer service teams
Domain
Banking / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
scheduling, reporting, stakeholder engagement, data analysis, system configuration, process improvement
Preferred skills
rostering, workforce planning, business systems, Verint WFM
Technologies
Verint WFM, spreadsheets
Responsibilities
Build and maintain fair, workable schedules; coordinate training and roster changes; prepare staffing reports and planning packs; maintain Verint WFM configurations; support system updates and maintenance; respond to workforce requests via support hub
Seniority
Junior to Mid-level, hands-on IC
