Senior Workforce Analyst

About the role

This role involves creating forecasts, dashboards, and performance reports and presenting findings to leadership. You will develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data, and monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization.

Key responsibilities

• Create forecasts, dashboards, and performance reports and present findings to leadership
• Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data
• Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements
• Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization
• Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations
• Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis
• Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics
• Conduct trend analysis and root cause investigations to identify performance improvement opportunities
• Validate data integrity and ensure consistency across workforce planning and reporting platforms
• Partner with Operations, Service Delivery, Workforce Management, and Business stakeholders to communicate forecasts, assumptions, risks, and recommendations

About you

• 6+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles
• 6+ years of experience supporting contact center, service desk, or IT operations environments
• Advanced Excel (Pivot Tables, Power Query, Forecasting Functions)
• Power BI, Tableau, SQL, ServiceNow Reporting
• Workforce Management tools such as NICE, IEX, Verint, Genesys, Alvaria, or similar platforms
• Forecasting and capacity planning methodologies
• Data analysis, trend identification, KPI development, and business intelligence reporting