Workforce Analyst Contact CenterTelecom

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.

• 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 requirements

• Ensure staffing alignment across multiple LOBs skill groups and operational hours

• Manage and optimize WFM systems to improve planning accuracy and scheduling effectiveness

• Monitor intraday performance and provide real-time corrective recommendations

• Analyze AHDT (Average Handling & Dialing Time) and identify operational improvement opportunities

• Track and report key WFM metrics including SLA occupancy shrinkage adherence utilization and productivity

• Deliver high-quality dashboards reports and workforce insights to Operations and Planning leadership

• Prepare executive presentations and performance packs for weekly/monthly business reviews

• Act as a coordination focal point between Operations WFM Planning RTM and outsource partners

• Communicate workforce risks and mitigation plans proactively and effectively

• Support budgeting manpower cost forecasting and workforce financial planning

• Monitor OPEX impact through productivity improvement initiatives and staffing model optimization

• Evaluate vendor/partner performance against productivity SLA and contractual KPIs

• Identify performance gaps through analytics and recommend corrective actions

• Enhance forecasting models and scheduling accuracy through structured improvements

• Support long-term workforce strategy planning initiatives and workforce modeling

• Bachelors Degree in Business Administration Statistics Mathematics Operations Management or a related discipline

• 35 years of Workforce Management experience in contact center / telecom operations

• Proven expertise in forecasting scheduling and workforce performance analytics

• Hands-on experience with WFM tools and workforce planning systems

• Advanced 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 reporting

• Strong analytical and strategic thinking capability

• High resilience and ability to work under pressure in a fast-paced environment

• Strong stakeholder management and cross-functional collaboration skills

• Flexibility to work in a shift-based environment

Company provided visa and health insurance