The Workforce Management (WFM) Analyst I is responsible for supporting workforce planning activities that ensure optimal staffing levels, efficient resource utilization, and achievement of service level objectives across customer and operational support teams. This role performs forecasting, scheduling, intraday management, and workforce reporting while providing data-driven insights to improve operational performance. 

The WFM Analyst I partners closely with Operations, Training, Quality, and other stakeholders to support business goals through accurate workforce analysis, reporting, and proactive workforce management practices.

Job Accountabilities:

• Support workforce forecasting and capacity planning by analyzing historical trends, business drivers, and operational data to determine staffing requirements, improve forecast accuracy, identify optimization opportunities, and provide data-driven recommendations.
• Develop, maintain, and optimize workforce schedules that balance business demand, operational requirements, and employee needs while demonstrating strong organizational skills, attention to detail, and collaboration with stakeholders.
• Monitor intraday performance, workforce adherence, and service level attainment, proactively identifying staffing risks and recommending timely solutions while demonstrating adaptability, sound judgment, and a customer-focused mindset.
• Generate and analyze workforce reports, dashboards, and performance metrics to deliver actionable insights, support data-driven decision-making, and effectively communicate findings to diverse stakeholders.
• Partner with cross-functional stakeholders to support workforce planning initiatives, communicate workforce performance and risks, and foster collaboration, accountability, and shared business outcomes.
• Support continuous improvement initiatives by identifying opportunities to enhance workforce management processes, reporting accuracy, forecasting effectiveness, scheduling efficiency, and overall operational performance while embracing innovation and continuous learning.
• Maintain accurate workforce data and ensure compliance with workforce management processes, labor regulations, company policies, and audit requirements.

Qualifications:

• Bachelor’s degree holder
• Minimum of two (2) years of progressive experience in Workforce Management, preferably within a BPO or Shared Services environment.
• Proficient in Microsoft Excel and WFM-related tools for data management, reporting, and analysis.
• Strong analytical, quantitative, and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Working knowledge of workforce management metrics, industry benchmarks, and operational best practices.
• Excellent verbal and written communication skills, with the ability to present data and recommendations clearly to multiple stakeholders.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, deadline-driven environment.
• Demonstrated flexibility and adaptability to changing business needs, including rotating schedules and hybrid or onsite work arrangements.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

For internal candidates:

• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

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