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 align...