Workforce Analyst

Job description

We are looking for a data-driven, detail-oriented Workforce Management (WFM) Analyst to join our Customer Operations team. In this role, you will be responsible for forecasting contact volumes, optimizing schedules, and ensuring we have the right people at the right time to deliver an outstanding customer experience.

If you thrive in fast-paced environments, enjoy solving operational puzzles, and love using data to drive decisions, this role is for you.

What You’ll Do

•        Build accurate short- and long-term forecasts across all contact channels.

•        Develop and publish agent schedules aligned with staffing requirements and service level goals.

•        Perform real-time monitoring and make intraday adjustments to protect service performance.

•        Analyze performance trends and provide actionable insights to Operations leadership.

•        Maintain and administer WFM tools (Content Guru, Verint, NICE, or similar).

•        Produce clear reporting and dashboards (SLA, AHT, shrinkage, adherence, occupancy).

•        Support activities such as shift bidding, annual holiday planning, and capacity modelling.

•        Collaborate closely with Team Leaders, QA, Training, and senior management.

What We’re Looking For

•        Experience in Workforce Management, ideally within a contact centre environment.

•        Strong analytical, numerical, and problem-solving skills.

•        Proficiency with Excel/Sheets (pivot tables, lookups, charts).

•        Working knowledge of WFM platforms (Content Guru, Verint, NICE, Genesys, etc.).

•        Understanding of key contact Centre metrics (AHT, SLA, shrinkage, occupancy, adherence).

•        Excellent communication skills and attention to detail.

•        Ability to work under pressure and manage competing priorities.

•        Bonus: Familiarity with SQL, Power BI/Tableau, or automation tools.

What We Offer

•        Competitive salary and benefits package

•        Opportunities for career development and professional growth

•        A supportive, collaborative team environment

•        Flexible working options

•        The chance to shape and influence how our operation performs