Workforce Management (WFM) Analyst

Workforce Management Analyst supports global customer support operations by providing accurate forecasting, capacity planning, scheduling analysis, and workforce reporting.

Requirements

• Analyse historical volume, trends, and business drivers to develop short- and mid-term forecasts.
• Support capacity and staffing models aligned to SLA, CSAT, and backlog targets.
• Create and maintain workforce schedules based on forecasted demand, shrinkage, and skill requirements.
• Monitor intraday and real-time performance, identifying risks and escalation needs.
• Produce operational workforce reports, including demand vs capacity, utilisation, and adherence.
• Support hiring justifications, transition planning, and scenario modelling activities.
• Ensure data accuracy across workforce management tools and reporting systems.

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion