Workforce Management (WFM) Analyst

Workforce Management (WFM) Analyst supports global customer support operations by providing accurate forecasting, capacity planning, and workforce reporting. Partners with Operations and Workforce Management leadership to translate demand signals into actionable staffing insights.

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.

Benefits

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