workforce analyst

<div>
 
 
 Position Overview:
 
 
 
 
 
 
 The WFM Scheduling Analyst will be responsible for the schedules of the employees in the company, essentially for those who are working as Operations Customer Experts. As the workflow in the company changes in a daily and weekly period, it's important to know
 
 
 which employees are available to work and which skills they have to choose the best work schedule and the best workplace for each one. The main goal is to maximize the
 
 
 productivity of the company and the employees&rsquo; satisfaction.
 
 
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Automatic allocation of schedules to Operations Customer Ex in order to ensure operational service levels, to meet legal requirements and achieve resource optimization.
 </li>
 <li>
 Analyze requirements about how many employees are needed for each workplace.
 </li>
 <li>
 Discuss the working schedules of the employees with managers.
 </li>
 <li>
 Provide help with the updating of databases with relevant information about employees.
 </li>
 <li>
 Create and validate working schedules, assuring support in solving schedules deviations; elaboration of permanent schedules; Customer Services Representatives selection for new projects training and for on-going projects.
 </li>
 <li>
 Schedule employees for training programs in case the company selects employees for a workplace that requires new skills and knowledge.
 </li>
 <li>
 Interact with other departments in order to improve or maximize the project(s) results.
 </li>
 <li>
 Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Communicate any known infractions of the Corporate Policies and procedures to Teleperformance Management immediately
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Required Qualifications:
 
 
 
 
 
 <ul>
 <li>
 Higher Education Degree&ndash;preferential.
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Up to two years on Contact Center&rsquo;s and shared services for international markets and/or related industries.
 </li>
 </ul>
 
 
</div>

Workforce Analyst

<div>Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Business Administration
Job Description:
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we&rsquo;d like to ask you: Are you FIS?
About the role:
This role requires a combination of domain expertise, business acumen, strong communication and presentation skills. You will be responsible to deliver data-driven decision-making, deliver presentations to stakeholders, optimizing processes, and collaborating with various teams at FIS to support the organization's workforce management and financial forecasting efforts.
Responsibilities for this role includes:<ul><li>
Independently own day-to-day operational activities in HRMS application</li><li>
Collaborate closely with HR and Finance partners to execute on agreed workforce plans</li><li>
Participate in projects to implement new tools, functionalities and support automation initiatives</li><li>
Optimize processes and support data-driven decision-making</li><li>
Cultivate and maintain excellent relationships with stakeholders from finance, HR, business and Talent acquisition</li><li>
Prepare reports and analysis and interpret the data to identify issues</li><li>
Multi-task between competing activities and ensure timely completion</li><li>
Demonstrate positive attitude and flexibility to calibrate as per business requirements</li></ul>
What you will be doing:<ul><li>
Perform daily operational tasks on HRMS system, and liaise with HR, Finance, Talent acquisition teams for information gathering and seamless execution</li><li>
Ensure strict adherence to timelines for workforce deliverables and consistently meeting quality benchmarks outlined for the team</li><li>
Work closely with business, HR and finance stakeholders to resolve their queries within stipulated SLAs</li><li>
Provide exceptional service to stakeholders through quality of work, communication and proactive coordination</li><li>
Prepare weekly/monthly executive summaries and reports for senior management review and quickly incorporate feedback</li><li>
Collaborate effectively with other team members to ensure smooth delivery of existing tasks, while following recommended guidelines</li><li>
Perform data testing and validation to ensure accuracy and reliability</li><li>
Deep Dive into existing data set, investigate reasons for failure points and provide recommendations for corrective actions</li><li>
Contribute towards development and implementation of best practices in workforce management</li><li>
Provide insights and recommendations for process improvement, automation intervention based on data analysis</li><li>
Demonstrate agility and effortlessly adapt to changing business needs and priorities in a fast-paced environment</li><li>
Stay updated on new technologies and processes in workforce management ecosystem</li></ul>
What you will bring:<ul><li>
Overall, 5-7 years&rsquo; experience in Workforce management, HR Operations OR Project management</li><li>
A bachelor&rsquo;s degree, or equivalent in related field can provide additional skills and knowledge, making the candidate more competitive</li><li>
Project Management or Organization Change Management certification is desirable</li><li>
Hands on experience in HRMS tools like Workday is desirable</li><li>
Self-starter with team mindset - Work autonomously and as part of a global team</li><li>
Good communication, collaboration, attention to detail, time management, and organizational skills</li></ul>
What we offer you:
At FIS, you can learn, grow and make an impact in your career.<ul><li>
Extensive Health Benefits Program along with the Family Protection Plan</li><li>
Best-in-class career mobility options across the globe</li><li>
Award-winning learning offerings for career development</li><li>
Adaptable home - office work model</li><li>
Opportunity to work with global teams and clients</li><li>
Focus on physical/mental well-being with a balanced work-life approach</li><li>
Feedback and performance driven culture</li></ul>
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
#pridepass</div>

Workforce Analyst II (Workforce management)

<div>Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Business Administration
Job Description:
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we&rsquo;d like to ask you: Are you FIS?
About the role: 
This role requires a combination of domain expertise, business acumen, strong communication and presentation skills. You will be responsible to deliver data-driven decision-making, deliver presentations to stakeholders, optimizing processes, and collaborating with various teams at FIS to support the organization's workforce management and financial forecasting efforts.
 Responsibilities for this role includes:<ul><li>
Independently own day-to-day operational activities pertaining to workforce management initiatives</li><li>
Collaborate closely with HR and Finance partners to align workforce plans with budget considerations</li><li>
Govern FTE hiring processes, contractor approvals, and prepare attrition analysis</li><li>
Participate in projects to implement new tools, functionalities and support automation initiatives</li><li>
Optimize processes and support data-driven decision-making</li><li>
Cultivate and maintain excellent relationships with stakeholders from finance, HR, business and Talent acquisition</li><li>
Prepare periodic executive summaries with insights for leadership reviews</li><li>
Multi-task between competing activities and ensure timely completion</li><li>
Demonstrate positive attitude and flexibility to calibrate as per business requirements</li></ul>
What you will be doing:<ul><li>
Leverage HRMS application and analytical tools like Power BI to analyse, visualize, and report on complex data elements</li><li>
Deliver weekly presentations to key business stakeholders, and provide recommendations based on organizational workforce management guidelines</li><li>
Ensure timelines for workforce deliverables are met and accuracy of data analysis and reporting tasks is maintained through periodic quality check</li><li>
Work closely with business, HR and finance stakeholders to resolve their queries within stipulated SLAs</li><li>
Prepare weekly/monthly executive summaries and reports for senior management review and quickly incorporate feedback</li><li>
Collaborate effectively with other team members to ensure smooth delivery of existing tasks, while following recommended guidelines</li><li>
Perform data testing and validation to ensure accuracy and reliability</li><li>
Deep Dive into existing data set, investigate reasons for failure points and provide recommendations for corrective actions</li><li>
Contribute towards development and implementation of best practices in workforce management</li><li>
Provide insights and recommendations for process improvement, automation intervention based on data analysis</li><li>
Provide support to business stakeholders throughout the monthly financial forecasting cycles and provide insights to identify avenues to additional cost savings</li><li>
Perform analysis on monthly hiring, exit, and attrition for employees/contractors and present on-demand business summary to leadership team</li><li>
Seamlessly multi-task between competing priorities and contribute towards multiple projects simultaneously</li><li>
Demonstrate agility and effortlessly adapt to changing business needs and priorities in a fast-paced environment</li><li>
Stay updated on new technologies and processes in data analysis and visualization</li><li>
Conduct trainings, workshops to educate stakeholders on implementation of new processes &amp; prepare documentation for easy navigation</li></ul> 
What you will bring:<ul><li>
Overall, 8-10 years&rsquo; experience in Workforce management, Process improvement OR Project management</li><li>
A master&rsquo;s degree, such as an MBA or equivalent in related field can provide additional skills and knowledge, making the candidate more competitive</li><li>
Lean Six Sigma training and certification can help the candidate improve processes and reduce waste, leading to increased efficiency and productivity</li><li>
Project Management or Organization Change Management certification is desirable</li><li>
Hands on experience in visualization tools like Power BI, Tableau to help to derive insights from data and improve decision-making</li><li>
Self-starter with team mindset - Work autonomously and as part of a global team</li><li>
Strong communication, collaboration, attention to detail, time management, and organizational skills</li></ul>
What we offer you:
At FIS, you can learn, grow and make an impact in your career.<ul><li>
Extensive Health Benefits Program along with the Family Protection Plan</li><li>
Best-in-class career mobility options across the globe</li><li>
Award-winning learning offerings for career development</li><li>
Adaptable home - office work model</li><li>
Opportunity to work with global teams and clients</li><li>
Focus on physical/mental well-being with a balanced work-life approach</li><li>
Feedback and performance driven culture</li></ul>
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
#pridepass</div>

Workforce Analyst Senior (Workforce management,)

UpRevol Technologies

About the RoleWe are looking for a proactive and detail-oriented Work Force Management Executive to join our team. The ideal candidate should have strong communication skills and the ability to monitor, analyze, and ensure operational efficiency within the team.Key Responsibilities<ul><li>Audit and monitor internal chat groups to ensure team members are completing assigned tasks within set timelines.</li><li>Track and report team attendance, break timings, and work adherence.</li><li>Identify delays, performance gaps, and non-compliance, and escalate issues to management when necessary.</li><li>Maintain real-time reports on workforce performance and productivity.</li><li>Collaborate with team leaders and HR to ensure smooth workflow and discipline within the organization.</li><li>Assist in optimizing resource allocation and shift management to meet project deadlines.</li></ul>Required Skills &amp; Qualifications<ul><li>Excellent verbal and written communication skills.</li><li>Strong observation and analytical skills.</li><li>Experience: Fresher or 1 year experienced</li><li>Proficiency in MS Excel and Google Sheets (basic reporting).</li><li>Ability to multitask and work under minimal supervision.</li><li>Good interpersonal skills and a professional attitude.</li><li>Bachelor&rsquo;s degree preferred: Management, Commerce, or related fields</li></ul>What We Offer<ul><li>Salary offered up to 3 LPA</li><li>Friendly and collaborative work environment.</li><li>Opportunities for learning and career growth.</li><li>Performance-based incentives and recognition.</li></ul>Job Types: Full-time, PermanentPay: &#8377;240,000.00 - &#8377;300,000.00 per yearBenefits:<ul><li>Leave encashment</li><li>Provident Fund</li></ul>Shift availability:<ul><li>Night Shift (Required)</li></ul>Work Location: In person

Workforce Management Analyst

<div>
 
 
 Job Overview
 
 
 
 
 
 
 The role of a WFM Analyst is to support the workforce management function within an organization by
 
 
 analyzing data, forecasting workload, and optimizing resource allocation through to support the
 
 
 achievement of KPI and organizational objectives.
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 Data Analysis, Forecasting and Financial Analysis:
 
 <ul>
 <li>
 Tracking and analyzing historical data, trends, and patterns to forecast workload
 </li>
 </ul>
 
 
 
 
 Staffing and Scheduling:
 
 <ul>
 <li>
 Develop employee schedules based on forecasted workloads, service level targets, and
 </li>
 </ul>
 
 productivity requirements.
 
 <ul>
 <li>
 Consider factors such as call volumes, customer demand patterns, staffing constraints, and
 </li>
 </ul>
 
 employee availability to create efficient and effective schedules.
 
 
 
 
 
 Workforce Optimization:
 
 <ul>
 <li>
 Optimize workforce utilization by balancing staffing levels and skill sets to match workload
 </li>
 </ul>
 
 fluctuations
 
 <ul>
 <li>
 Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling
 </li>
 </ul>
 
 costs
 
 
 
 
 
 System Management and Maintenance:
 
 <ul>
 <li>
 Managing and maintaining workforce management systems and software tools.
 </li>
 <li>
 Updating employee records, configuring scheduling parameters, troubleshooting system issues,
 </li>
 </ul>
 
 and collaborating with IT teams for system enhancements.
 
 
 
 
 
 Analytical Support and Projects:
 
 <ul>
 <li>
 Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforce
 </li>
 </ul>
 
 management.
 
 <ul>
 <li>
 Conducting research, providing insights, and participating in cross-functional teams to support
 </li>
 </ul>
 
 organizational objectives
 
 
 
 
 
 Communication and Collaboration:
 
 <ul>
 <li>
 Collaborating with various stakeholders to gather information, align objectives, and ensure
 </li>
 </ul>
 
 effective coordination in workforce management efforts.
 
 <ul>
 <li>
 Providing support and guidance to Operations Supervisors and employees regarding scheduling-
 </li>
 </ul>
 
 related matters
 
 
 
 
 
 Training and Knowledge Sharing:
 
 <ul>
 <li>
 Attend recurrent training published by the Client/Company on a regular basis.
 </li>
 <li>
 Sharing knowledge and providing support to enhance understanding and compliance with
 </li>
 </ul>
 
 workforce management policies and procedures
 
 
 
 
 
 Compliance and Policy Adherence:
 
 <ul>
 <li>
 Ensuring adherence to labor laws, regulations, and company policies internal and external
 </li>
 </ul>
 
 Standards.
 
 
 
 
 
 
 
 
 
 Required Qualifications
 
 
 
 
 
 
 Education and Specific Training
 
 
 
 
 <ul>
 <li>
 College Degree in Business Administration or another relevant field is preferred
 </li>
 <li>
 English B2 or C1
 </li>
 </ul>
 
 
 
 
 
 
 
 Work Experience
 
 
 
 
 <ul>
 <li>
 Previous call center or related experience is desirable
 </li>
 </ul>
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 
 
 Technology
 
 <ul>
 <li>
 Usage of OS MS Windows / MS Office
 </li>
 <li>
 Ability to use the desktop computer system
 </li>
 <li>
 Ability to use Internet applications
 </li>
 <li>
 Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </li>
 <li>
 Experience managing in Customer Experience Management operations (preference).
 </li>
 </ul>
 
 
 
 
 Soft Skills
 
 <ul>
 <li>
 Excellent written and verbal communication:
 </li>
 <li>
 Ability to communicate correctly and clearly Comprehension
 </li>
 <li>
 Ability to clearly understand a problem statement Good Problem Solving
 </li>
 <li>
 Strong Math skills
 </li>
 <li>
 Strong troubleshooting
 </li>
 <li>
 Leadership ability to approach problems logically
 </li>
 <li>
 Analytical
 </li>
 <li>
 Ability in Self-assessment
 </li>
 <li>
 Real-Time Management Reporting
 </li>
 <li>
 Knowledge of KPI&rsquo;s
 </li>
 </ul>
 
 
</div>

Workforce Management Analyst (Customer Service)

Hard Rock International

<div>Overview:
<div>
The Workforce Management Analyst III supports enterprise-wide workforce and operational planning by developing accurate, data-driven demand forecasts across gaming, hotel, food &amp; beverage, and entertainment functions. This role provides forward-looking insights into expected business volumes, guest demand, and event-driven fluctuations to guide optimal labor deployment, scheduling, and resource allocation.</div>
Responsibilities:

ESSENTIAL FUNCTIONS:
Forecast modeling &amp; analytics<ul><li>
Develop, refine, and maintain short-term and long-term demand forecasts using historical performance, event schedules, promotions, seasonality, etc.</li><li>
Build forecasting dashboards and reports that visualize demand projections by business unit, daypart, and property
</li><li>Continuously monitor forecast accuracy and adjust models based on observed variances, business shifts, or emerging trends</li></ul>
Performance analysis &amp; continuous improvement<ul><li>
Analyze forecast accuracy and identify drivers of deviation (e.g., weather impacts, marketing campaigns, special events, market conditions)</li><li>
Recommend process and system improvements to enhance forecasting precision, responsiveness, and usability</li><li>
Support workforce and operations teams in translating forecast outputs into actionable staffing and budgetary plans</li></ul>
Data management &amp; reporting<ul><li>
Manage data integrity within forecasting tools and systems; ensure consistent data structures across gaming, hotel, and F&amp;B operations</li><li>
Partner with IT and analytics teams to automate data pipelines and streamline recurring reporting cycles</li><li>
Provide daily, weekly, and monthly forecast summaries with variance analyses to property and corporate stakeholders</li></ul>
Cross-functional collaboration<ul><li>
Communicate demand insights and trends clearly to property leaders, enabling data-driven decision-making</li><li>
Participate in planning meetings to inform labor models, service level expectations, and profitability initiatives</li></ul>
Qualifications:

KNOWLEDGE OF:<ul><li>
Strong analytical and quantitative skills with experience in demand forecasting, data analytics, or financial modeling</li><li>
Proficiency with forecasting and analytics tools (e.g., Excel, Power BI, SQL, or similar)</li><li>
Experience in casino, hospitality, or large-scale entertainment operations strongly preferred</li><li>
Excellent communication and collaboration skills to present insights to both analytical and non-analytical stakeholders</li><li>
Ability to balance analytical rigor with practical operational decision-making in a fast-paced environment</li></ul>
ABILITY TO:<ul><li>
Collaborate with Scheduling Analysts and Managers to translate demand forecasts into staffing and scheduling plans</li><li>
Communicate forecast updates, trends, and assumptions to property operations and department leaders</li><li>
Partner with Marketing and Revenue Management to incorporate event calendars, promotions, and pricing strategies into forecasts</li><li>
Provide actionable insights to the Corporate WFM team and Finance regarding forecast accuracy and performance trends</li></ul>
ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):
Reports to Seminole Hard Rock Support Services Workforce Management/Workforce Analytics</div>

WORKFORCE MANAGEMENT ANALYST III - FORECASTING ANALYST

Momentum Solutions Egypt

<div>About Momentum Solutions Egypt 
Momentum Solutions Egypt is a dynamic office located in New Cairo, Egypt. We deliver top-tier customer care, sales support, and a growing range of business solutions for global travelers booking with FlightHub and Justfly. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale&mdash;supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.

Position Overview 
We are looking for a proactive Workforce Management Analyst (WFM) to join our Service Department. This role combines strategic forecasting and scheduling with live queue monitoring to ensure optimal agent performance and consistent service levels. If you're detail-oriented, data-driven, and thrive in fast-paced environments, this could be the perfect opportunity for you.

What You'll Be Doing:
<ul>
<li>Forecasting &amp; Analysis: Utilize historical and live data from Twilio (calls) and Quiq (chats) to forecast contact volumes and agent demand across five service teams. Ensure optimal staffing and resource allocation to meet operational goals.</li>
<li>Headcount &amp; Financial Planning: Manage headcount planning in coordination with Operations and HR to balance productivity, payroll budgets, and resource allocation. Support payroll and bonus forecasting by tracking staffing costs, incentive eligibility, and performance-based payouts.</li>
<li>Scheduling &amp; Resource Allocation: Develop and maintain flexible schedules for all service teams based on forecasted volumes and operational needs. Account for shrinkage, absenteeism, and peak hours to ensure adequate coverage.</li>
<li>Intraday Management: Monitor real-time performance and make on-the-fly adjustments to address spikes in demand or low coverage. Communicate proactively with leads to optimize occupancy and response times.</li>
<li>Performance &amp; KPI Ownership: Monitor and drive key performance indicators such as service level, answer rate, abandonment rate, adherence, and forecast accuracy. Collaborate with Team Leads to identify trends and implement improvement strategies.</li>
<li>Collaboration &amp; Reporting: Partner with Operations, RTAs, and BPOs to align workforce planning with business goals. Provide weekly and monthly reports on staffing, cost performance, payroll accuracy, and forecast variances for all five teams.</li>
<li>Bonus &amp; Incentive Management: Support the calculation, validation, and reporting of team bonuses. Ensure performance metrics are accurately reflected in incentive payouts and work with leadership to improve transparency and fairness in the process.</li>
</ul>
What You Bring:
<ul>
<li>2+ years of experience in Workforce Management within a service or contact center environment; exposure to the aviation or travel industry is an asset.</li>
<li>Strong forecasting, analytical, and problem-solving skills, particularly in multi-team environments.</li>
<li>Proven ability to manage payroll, bonus structures, and cost control for large teams.</li>
<li>Excellent communication and organizational skills with attention to detail.</li>
<li>Proactive and able to work independently in a fast-paced, high-volume environment.</li>
<li>Proficient in Excel, Google Sheets, and WFM systems (e.g., NICE IEX, Verint, or equivalent).</li>
<li>Experience collaborating with cross-functional stakeholders in Operations, Finance, and HR.</li>
</ul>
<ul><li>Please note this is a full-time on-site position, in the 5th Settlement in New Cairo, Egypt.</li></ul>

Benefits of Working With Us: 
<ul>
<li>Competitive Earnings: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.</li>
<li>Collaborative Team: Work with a supportive team dedicated to shared success.</li>
<li>Growth Opportunities: Develop your career within a company that values commitment and innovation.</li>
</ul>
Explore FlightHub: https://corporate.flighthub.com/

Explore Momentum: https://momentumegypt.com/careers</div>

Workforce Management Analyst (WFM, Service Department)

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