Workforce Management (WFM) Analyst - Planner

We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Analyst - Planner to join our team. In this role, you will be responsible for developing, maintaining, and optimizing staffing plans and agent schedules for both in-house and BPO teams to ensure optimal coverage and performance across Pandora service operations. You will play a critical role in aligning workforce resources with forecasted demand, ensuring service levels are met, and enabling operational excellence in a fast-paced, dynamic environment.

Key Responsibilities:

• Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
• Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
• Allocate shifts, breaks, an...