Workforce Management Analyst (WFM / Scheduling / Forecasting)

Job Overview

We are looking for a Workforce Analyst who will support contact center operations by managing forecasting, scheduling, and real-time workforce monitoring. This role ensures the right staffing levels are in place to maintain Service Level (SLA), Average Speed of Answer (ASA), and overall operational efficiency.

You will work closely with Operations, QA, and Training teams to analyze performance trends, optimize schedules, and provide data-driven recommendations that improve workforce planning and service delivery.

Key Responsibilities

• Create short- and long-term forecasts using historical trends and business drivers
• Translate forecasts into staffing plans and schedules using WFM methodologies (e.g., Erlang C)
• Monitor real-time performance and adherence to ensure service level targets are met
• Identify gaps between forecast and actual performance and recommend recovery actions
• Develop and maintain WFM reports and dashboards (Excel, Power BI, or Tableau)
• Track key workforce metrics including Forecast Accuracy, SLA/ASA, Adherence, Occupancy, and Shrinkage
• Partner with Operations leaders to support workforce planning and staffing decisions

Qualifications

• 2–4 years of experience in Workforce Management (forecasting, scheduling, or RTA) in a BPO/contact center
• Experience with WFM systems or ACD platforms such as NICE, InContact or Time Doctor is highly preferred
• Strong Excel and data analysis skills
• Experience using Power BI, Tableau, or similar reporting tools is preferred
• Good understanding of contact center metrics and WFM concepts
• Strong analytical, problem-solving, and communication skills