About the Role

We’re looking for a WFM Analyst who is data-driven, detail-oriented, and passionate about optimizing operations. This person will be responsible for forecasting, scheduling, real-time management, and reporting to ensure efficient performance across the operation.

You’ll work closely with Operations, Quality, and Leadership to maintain service levels, optimize staffing, and identify trends or deviations that require action.

Key Responsibilities

Forecasting & Capacity Planning

• Build short-term and long-term forecasts using volume trends, AHT, shrinkage, and productivity data.

• Estimate required headcount (FTEs) to meet service levels.

• Update weekly and monthly capacity models.

Scheduling

• Create optimized schedules based on forecasted demand.

• Adjust schedules proactively to maintain SLA and occupancy ranges.

• Manage PTO, schedule changes, and shift bids when required.

Real-Time Management (RTM)

• Monitor queues, volume, and adherence.

• Take action to correct intraday deviations.

• Communicate real-time risks and collaborate with Ops for solutions.

Reporting & Analytics

• Build daily, weekly, and monthly reports with actionable insights.

• Identify performance trends and operational risks.

• Recommend continuous improvements based on data.

Cross-Functional Communication

• Work with Ops, QA, Training, and Leadership to align staffing with business needs.

• Communicate complex analysis in a simple, clear way.

Requirements

• 1.5–3+ years of experience in WFM (forecasting, scheduling, RTM).

• Strong analytical skills and excellent attention to detail.

• Advanced Excel / Google Sheets (indispensable).

• Experience in BPO / Contact Center.

• English level B2+ (required).

• Experience with WFM tools (Verint, NICE, Calabrio, Five9, Genesys, or similar).

• Ability to work autonomously and thrive in fast-paced, data-driven environments.

Nice-to-Haves

• Experience supporting US-based clients.

• Knowledge of SLA management, occupancy modeling, and shrinkage optimization.

• Previous experience in reporting automation or BI dashboards.