Workforce Management Analyst

Your Impact as a Workforce Management Analyst







As a Workforce Management Analyst, you will play a critical role in optimizing staffing, forecasting, scheduling, and real-time management to ensure we meet and exceed our service level commitments. You will collaborate across teams, leverage data-driven insights, and drive continuous improvement in workforce operations. The ideal candidate is adaptable, analytical, and proficient in the latest workforce management tools.







Key Responsibilities:





+ Develop and maintain accurate forecasts for call volume and workload across multiple communication channels using historical data, business drivers, and trend analysis.



+ Lead capacity planning efforts to ensure optimal staffing levels, balancing efficiency with service quality.



+ Design, manage, and adjust agent schedules to align with fo...