Workforce Management Analyst (WFM)

📋 Description

• Forecast workload demand (short and long term).
• Create and maintain capacity plans.
• Analyze performance and forecast accuracy.
• Produce workforce reports and dashboards.
• Support scheduling optimization and resource allocation.
• Partner with Ops, HR, Training on staffing and ramp-ups.

🎯 Requirements

• Bachelor's Degree in related field preferred.
• 1-3 years WFM experience in contact center or ops.
• Forecasting, capacity planning, scheduling exp.
• Reports and dashboards using workforce data.
• Excel advanced, WFM platforms, Power BI preferred.
• English & Spanish required.