Workforce Management Analyst

Role overview

Forecasting and capacity planning

• Develop long-term forecasts and capacity plans by month, week, day, and interval using demand history, growth, seasonality, events, channel mix, and operating assumptions.
• Produce short-term forecasts and reforecasts that reflect recent trends, business changes, backlog, shrinkage, handling time, and emerging demand.
• Build forecasts in WFM platforms or offline models using Excel or equivalent tools; validate results and document assumptions.
• Translate forecasts into staffing requirements and maintain plans showing required, available, and projected staffing.
• Run staffing scenarios and sensitivity analyses; identify staffing gaps, hiring needs, overtime, and mitigation options.

Scheduling and performance

• Generate, optimize, and maintain schedules aligned to demand, staffing requirements, labor rules, contracts, employee availability, and operating hours.
• Monitor forecast accuracy and bias, analyze forecast-to-actual variances, and implement corrective actions.
• Maintain forecasting calendars, model versions, assumptions, data sources, methodologies, and governance documentation.

Partnerships and improvement

• Manage concurrent planning cycles across clients and business lines, reflecting their demand drivers, commitments, assumptions, and deadlines.
• Partner with Operations, Finance, Marketing, Talent Acquisition, Training, and Vendor Management on demand, capacity, hiring, training, and scheduling.
• Present forecasts, capacity risks, staffing gaps, schedule efficiency, scenarios, and recommendations to leadership.
• Improve forecasting models, data quality, scheduling practices, automation, and workforce-planning efficiency.

Required qualifications

• Bachelor's degree in Business, Analytics, Statistics, Mathematics, Operations Research, or a related field; equivalent experience may be considered.
• At least 3 years of hands-on contact-center forecasting, capacity-planning, scheduling, or Workforce Management experience.
• Ability to develop long- and short-term forecasts, including daily and interval-level forecasts where required.
• Ability to build forecasts and staffing models with and without a WFM platform, including advanced Excel use or equivalent analytical tools.