Role Overview

The 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 & Responsibilities

Workforce Forecasting & Scheduling

• Develop short-term and long-term call volume forecasts using historical trends, seasonality and business drivers.
• Create optimized agent schedules aligned with forecasted demand and service level ...