Workforce Analyst
Core
Deliver short-term and 12-week forecasts, develop interval-level schedules, monitor real-time performance, and manage staffing changes for a contact centre WFM function.
Role type
Workforce Management Analyst
Builds
Contact centre staffing schedules and real-time performance adjustments
Domain
Contact Centre Operations / Workforce Management
Required skills
Verint Workforce Management, Workforce planning & forecasting, Scheduling and rostering, Real-time (RTA) performance management, Contact centre metrics (SL, AHT, Schedule Adherence), EBA rules compliance
Preferred skills
Long-term forecasting, ActiveOps exposure, Power BI, Contact centre or back-office operations experience
Technologies
Verint, ActiveOps, Power BI
Responsibilities
Deliver short-term and 12-week forecasts aligned to demand, Develop and maintain interval-level schedules and rosters, Monitor real-time performance and make intraday adjustments, Manage staffing changes (breaks, absences, overtime, queue coverage), Assist in stabilising and improving the Verint WFM system
Seniority
Experienced IC
