Workforce Analyst - Contact Center/Telecom

Role OverviewThe 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 & ResponsibilitiesWorkforce Forecasting & SchedulingDevelop short-term and long-term call volume forecasts using historical trends, seasonality, and business driversCreate optimized agent schedules aligned with forecasted demand and service level requirementsEnsure staffing alignment across multiple LOBs, skill groups, and operational hoursManage and optimize WFM systems to improve planning accuracy and scheduling effectivenessOperational Performance MonitoringMonitor intraday performance and provide real-time corrective recommendationsAnalyze AHDT (Average Handling & Dialing Time) and identify operational improvement opportunitiesTrack and report key WFM metrics including SLA, occupancy, shrinkage, adherence, utilization, and productivityReporting & Stakeholder CoordinationDeliver high-quality dashboards, reports, and workforce insights to Operations and Planning leadershipPrepare executive presentations and performance packs for weekly/monthly business reviewsAct as a coordination focal point between Operations, WFM Planning, RTM, and outsource partnersCommunicate workforce risks and mitigation plans proactively and effectivelyFinancial & Budgeting AnalysisSupport budgeting, manpower cost forecasting, and workforce financial planningMonitor OPEX impact through productivity improvement initiatives and staffing model optimizationEvaluate vendor/partner performance against productivity, SLA, and contractual KPIsContinuous Improvement & Process ExcellenceIdentify performance gaps through analytics and recommend corrective actionsEnhance forecasting models and scheduling accuracy through structured improvementsSupport long-term workforce strategy, planning initiatives, and workforce modelingQualifications & ExperienceBachelors Degree in Business Administration, Statistics, Mathematics, Operations Management, or a related discipline3–5 years of Workforce Management experience in contact center / telecom operationsProven expertise in forecasting, scheduling, and workforce performance analyticsHands-on experience with WFM tools and workforce planning systemsTechnical SkillsAdvanced Power BI (dashboards, DAX, data modeling)Advanced MS Excel (Pivot Tables, Power Query, Macros, forecasting models)Working knowledge of MS Access (database/reporting)Strong PowerPoint skills for executive reportingBehavioral CompetenciesStrong analytical and strategic thinking capabilityHigh resilience and ability to work under pressure in a fast-paced environmentStrong stakeholder management and cross-functional collaboration skillsFlexibility to work in a shift-based environment#J-18808-Ljbffr