Workforce Analyst - Contact Center/Telecom

Role Overview

The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, capacity planning, and workforce optimization to ensure Service Level Agreements (SLAs), operational efficiency, and cost targets are achieved across all Lines of Business (LOBs), channels, and sites.

This role supports business decision-making through advanced analytics, performance reporting, and executive dashboards using Power BI, MS Excel, MS Access, and presentation-ready insights. The WFM Analyst plays a key role in driving workforce productivity, operational stability, and continuous improvement within contact center operations.

Key Duties & Responsibilities

Workforce Forecasting & Scheduling

• Develop short-term and long-term call volume forecasts using historical trends, seasonalit...