WFM Analyst (Customer Service)

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:

• Tracking and analyzing historical data, trends, and patterns to forecast workload

Staffing and Scheduling:

• Develop employee schedules based on forecasted workloads, service level targets, and

productivity requirements.

• Consider factors such as call volumes, customer demand patterns, staffing constraints, and

employee availability to create efficient and effective schedules.

Workforce Optimization:

• Optimize workforce utilization by balancing staffing levels and skill sets to match workload

fluctuations

• Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling

costs

System Management and Maintenance:

• Managing and maintaining workforce management systems and software tools.
• Updating employee records, configuring scheduling parameters, troubleshooting system issues,

and collaborating with IT teams for system enhancements.

Analytical Support and Projects:

• Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforce

management.

• Conducting research, providing insights, and participating in cross-functional teams to support

organizational objectives

Communication and Collaboration:

• Collaborating with various stakeholders to gather information, align objectives, and ensure

effective coordination in workforce management efforts.

• Providing support and guidance to Operations Supervisors and employees regarding scheduling-

related matters

Training and Knowledge Sharing:

• Attend recurrent training published by the Client/Company on a regular basis.
• Sharing knowledge and providing support to enhance understanding and compliance with

workforce management policies and procedures

Compliance and Policy Adherence:

• Ensuring adherence to labor laws, regulations, and company policies internal and external

Standards.

Required Qualifications

Education and Specific Training

• College Degree in Business Administration or another relevant field is preferred
• English B2 or C1

Work Experience

• Previous call center or related experience is desirable

Soft Skills & Other Requirements

Technology

• Usage of OS MS Windows / MS Office
• Ability to use the desktop computer system
• Ability to use Internet applications
• Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
• Experience managing in Customer Experience Management operations (preference).

Soft Skills

• Excellent written and verbal communication:
• Ability to communicate correctly and clearly Comprehension
• Ability to clearly understand a problem statement Good Problem Solving
• Strong Math skills
• Strong troubleshooting
• Leadership ability to approach problems logically
• Analytical
• Ability in Self-assessment
• Real-Time Management Reporting
• Knowledge of KPI’s