Workforce Management (WFM) Analyst

About the Role

As a Workforce Management Analyst, you will play a key role in ensuring the right staffing levels are in place to support business operations. You'll use data, forecasting, and scheduling tools to optimize performance and help drive operational success.

What You'll Do

• Forecast audit, origination, and workload volumes using historical trends.
• Create and maintain employee schedules.
• Monitor real-time performance and staffing levels.
• Analyze workforce data and generate reports.
• Track key metrics such as Service Level, Adherence, Occupancy, and Productivity.
• Provide insights and recommendations to improve operational efficiency.
• Partner with Operations leaders to support staffing and workforce strategies.

What We're Looking For

• Strong Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, formulas, charts, data analysis)
• Analytical mindset with attention to detail
• Strong communication and stakeholder management skills
• Ability to work with large data sets and identify trends
• Experience with reporting and performance metrics is an advantage
• Workforce Management experience is a plus but not required

What You'll Gain

• Opportunity to transition into a strategic and analytical career path
• Exposure to forecasting, capacity planning, and business operations
• Professional development and career growth opportunities
• Hands-on experience with workforce planning tools and reporting platforms

Ideal Candidate

• Enjoys working with numbers and data
• Is known for being organized and detail-oriented
• Has advanced Excel skills or a desire to further develop them