Job Overview
The role of a WFM Analyst is to support the workforce management function within an organization byanalyzing data, forecasting workload, and optimizing resource allocation through to support theachievement 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, andproductivity requirements. Consider factors such as call volumes, customer demand patterns, staffing constraints, andemployee availability to create efficient and effective schedules.
Workforce Optimization:Optimize workforce utilization by balancing staffing levels and skill sets to match workloadfluctuations Minimize overstaffing or understaffing situations, ensuring adequate coverage while controllingcosts
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 workforcemanagement. Conducting research, providing insights, and participating in cross-functional teams to supportorganizational objectives
Communication and Collaboration:Collaborating with various stakeholders to gather information, align objectives, and ensureeffective 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 withworkforce 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