Workforce Management Analyst I

Role Overview

• Support workforce planning and daily operational performance across voice, email, and chat channels.
• Assist with forecasting demand, building and maintaining schedules, monitoring intraday performance, and preparing standard workforce reports.
• Analyze workforce data and metrics to support staffing decisions and ensure alignment with business needs.
• Work closely with senior analysts, Operations Leaders, and stakeholders to understand performance trends and respond to changing business conditions.
• Participate in daily workforce discussions, adjust schedules as needed, and contribute to continuous improvement efforts by applying analytical skills and learning workforce management best practices.
• Manage intraday workforce performance through real-time monitoring, analysis, and proactive resource adjustments to ensure service level targets are met.
• Provide data-driven insights and recommendations to Operations Leaders to support staffing strategies, capacity planning, and service level attainment.
• Partner with cross-functional stakeholders to incorporate business initiatives, policy changes, seasonality, and external drivers into forecasting and staffing assumptions.
• Develop, publish, and maintain workforce schedules aligned with forecasted demand, business priorities, and operational service targets.
• Lead day-to-day workforce and operational meetings, communicating performance trends, risks, and mitigation strategies.
• Execute and respond to schedule and staffing changes driven by evolving business needs, volume fluctuations, or operational constraints.
• Prepare, analyze, and deliver recurring workforce reports, dashboards, and ad hoc analyses to support operational decision-making.

Requirements

• Bachelor’s degree holder
• Minimum of two (2) years of progressive experience in Workforce Management, preferably within a BPO or Shared Services environment.
• Proficient in Microsoft Excel and WFM-related tools for data management, reporting, and analysis.
• Strong analytical, quantitative, and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Working knowledge of workforce management metrics, industry benchmarks, and operational best practices.
• Excellent verbal and written communication skills, with the ability to present data and recommendations clearly to multiple stakeholders.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, deadline-driven environment.
• Demonstrated flexibility and adaptability to changing business needs, including rotating schedules and hybrid or onsite work arrangements.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Benefits

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