Workforce Analyst

Description

Summary: Seeking a detail-oriented and analytical Workforce Analyst to support workforce management activities within Contact Center operations, focusing on optimal staffing and service level targets. Highlights: 1. Support optimal staffing levels in a fast-paced contact center environment 2. Analyze contact center performance and provide actionable insights 3. Collaborate with various teams on workforce initiatives **Job Summary** We are seeking a detail\-oriented and analytical Workforce Analyst to support workforce management activities within our Contact Center operations. The successful candidate will be responsible for forecasting, scheduling, real\-time monitoring, and performance reporting to ensure optimal staffing levels and achievement of service level targets. The role requires strong analytical skills, advanced Excel proficiency, and experience working in a fast\-paced call center environment. **Key Responsibilities*** Develop short\-term and long\-term forecasts based on historical trends, call volumes, and business requirements. * Create and maintain staff schedules to ensure adequate coverage and operational efficiency. * Monitor real\-time performance, including service levels, occupancy, adherence, and queue performance. * Identify staffing gaps and recommend corrective actions to meet operational KPIs. * Analyse contact centre performance metrics and provide actionable insights to management. * Prepare and distribute daily, weekly, and monthly workforce and operational reports. * Manage workforce planning activities, including staffing requirements and capacity planning. * Track and report key performance indicators (KPIs) such as Service Level, AHT, Occupancy, Shrinkage, and Forecast Accuracy. * Collaborate with Operations, Training, Quality, and HR teams to support workforce initiatives. * Maintain workforce management systems and ensure data accuracy. * Support continuous improvement initiatives to enhance productivity and customer experience. * Develop automated reports and dashboards using Excel and other reporting tools. **Qualification Required**Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management, or a related field. 3–5 years of experience as a Workforce Analyst, WFM Analyst, Real\-Time Analyst, or similar role within a Contact Center/Call Center environment. Experience in forecasting, scheduling, capacity planning, and real\-time workforce management. **Technical Skills** * Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, Macros, VBA preferred). * Experience with Workforce Management tools such as Genesys, NICE, Verint, Aspect, Calabrio, or similar. * Strong reporting and dashboard development skills. * Knowledge of workforce planning methodologies and staffing models.