WFM- Analyst

About the role-

Drive accurate forecasting, capacity planning, scheduling, and intraday management to ensure the right staffing at the right time. Analyze KPIs, optimize productivity and shrinkage, and deliver clear insights to operations and leadership.

Key responsibilities

• Build and maintain volume/AHT/staffing forecasts; support capacity and headcount planning.
• Create optimized schedules across US time zones; balance business and employee needs; control overtime.
• Monitor intraday performance; manage variances; coordinate OT/VTO and recovery actions.
• Track and report KPIs (Service Level, ASA, AHT, adherence, occupancy, shrinkage, utilization, productivity).
• Develop dashboards and recurring reports; ensure data accuracy and timeliness.
• Partner with Operations, HR, QA, Training, Finance, and clients; contribute to business reviews.
• Support process standardization, automation, and continuous improvement.

Qualifications

• Bachelors degree; MBA preferred.
• 24 years in WFM (BPO/Call Center) with proven forecasting and planning experience.
• Strong hands-on Excel (pivots, advanced formulas; Power Query/macros preferred).
• Familiarity with WFM tools (NICE IEX, Verint, Calabrio, Aspect) and reporting tools.
• Experience with US processes and multiple time zones; strong analytical and communication skills.