Workforce Analyst (Blended)

About the role

The Workforce Management Analyst (Blended) is a hands-on role combining real-time management, scheduling, and workforce analysis. The role supports the WFM Supervisor by executing daily workforce activities, maintaining accurate schedules and reports, identifying staffing risks, and providing timely recommendations to Operations. This position acts as the WFM Supervisor's primary execution partner and may coordinate tasks or provide guidance to other analysts when assigned. Formal people management, final approvals, and policy decisions remain with the WFM Supervisor or WFM Manager unless specifically delegated.

Key responsibilities

• Monitor queues, service levels, staffing, schedule adherence, occupancy, and agent availability throughout the day.
• Identify intraday risks and recommend actions such as break or lunch adjustments, skill changes, overtime, voluntary time off, or offline activity movement within approved guidelines.
• Communicate real-time performance updates, staffing gaps, and recovery actions to the WFM Supervisor and Operations.
• Track unplanned absences, late arrivals, system issues, and other events that may affect service delivery.
• Escalate material risks promptly with clear data, impact, and recommended next steps.
• Create, maintain, and optimize employee schedules based on forecast requirements, staffing plans, and operational rules.
• Manage schedule changes, shift movements, breaks, lunches, training, meetings, leave, overtime, and other offline activities.
• Prepare and validate daily, weekly, and monthly workforce reports and dashboards.
• Analyze service level, forecast versus actual volume, staffing variance, shrinkage, occupancy, utilization, productivity, and adherence.
• Support short-term forecasting, workload analysis, and staffing requirement calculations.

About you

• At least 3 years of Workforce Management experience in a contact center or workforce-driven environment, with hands-on experience in both scheduling and real-time management.
• Demonstrated ability to work independently, manage multiple WFM responsibilities, and provide reliable support to a supervisor or team lead.
• Proficiency in Excel or Google Sheets, with hands-on experience using Genesys and NICE for workforce management, scheduling, real-time monitoring, and reporting.
• Strong understanding of scheduling, intraday management, adherence, shrinkage, occupancy, utilization, and service level concepts.
• Ability to connect forecast demand, staffing requirements, schedules, and real-time performance.
• Strong attention to detail and ability to interpret workforce data, identify risks, and recommend practical actions.
• Comfortable working with large data sets, formulas, pivots, and recurring workforce reports.
• Communicates workforce updates, risks, and recommendations clearly and proactively.
• Manages competing priorities and responds quickly to operational changes without compromising accuracy.
• Takes ownership of assigned deliverables and follows through on commitments.