ANALYST II, WORKFORCE MANAGEMENT

OVERVIEW

The Workforce Management Analyst II is a mid-level role within the Workforce Management (WFM) team, focused on strategic and tactical planning to ensure optimal staffing, forecasting accuracy, and operational efficiency across multiple sites and clients.

This position bridges short-term execution and long-term strategy by owning advanced forecasting, schedule optimization, capacity planning, and performance analysis. While collaborating closely with Real-Time Analysts (RTAs) for intraday adjustments, the role emphasizes proactive data-driven decision-making to minimize variances, control costs, and meet or exceed service-level agreements (SLAs).

The Analyst II operates in a hybrid work setup (office + remote) with night shift scheduling to support 24/7 global operations, providing after-hours coverage and real-time support during peak client volumes.

RESPONSIBILITIES

1. Advanced Forecasting & Intraday Forecast Management
• Develop, refine, and maintain short-term (1–14 days), medium-term (weekly/monthly), and long-term (quarterly/annual) volume, workload, and FTE forecasts using historical data, trends, seasonality, and business drivers.
• Perform intraday re-forecasting and provide actionable recommendations to RTAs and Operations for immediate staffing adjustments.
• Analyze and forecast shrinkage factors (attrition, absenteeism, LOA, training, etc.) to ensure forecast vs. actual variance stays within target thresholds.

1. Schedule Optimization & Staffing Model Management
• Design, build, and continuously optimize agent schedules and skill-based routing plans in WFM systems (e.g., Verint, eWFM, IEX, Genesys).
• Conduct what-if scenario modeling, capacity utilization analysis, and workload calculations to balance coverage, service levels, and cost efficiency.
• Manage ongoing development and improvement of forecasting and staffing models, incorporating new data sources and statistical methods.

1. Capacity Planning & Strategic Analysis
• Facilitate and lead capacity planning calls with Operations, Recruitment, Training, and client stakeholders.
• Provide data-backed recommendations on headcount requirements, hiring plans, seat capacity, and site maximization.
• Identify risks, trends, and opportunities in workforce metrics; deliver practical solutions to leadership.

1. Performance Reporting, Analysis & Continuous Improvement
• Generate advanced interval-level and daily/weekly reports on key WFM KPIs (adherence, service level, occupancy, shrinkage, etc.).
• Perform root-cause variance analysis (plan vs. actual) and present insights/recommendations to Operations and Account Management.
• Design and maintain reporting templates and dashboards; proactively identify process improvements using tools such as Excel, Avaya CMS, and WFM software.

1. Collaboration, Support & Ad-Hoc Assignments
• Partner closely with Real-Time Analysts to ensure seamless handoff between planning and execution; provide guidance on complex intraday issues.
• Support the Workforce Coordinator/Manager in strategic initiatives, risk identification, and client-facing deliverables.
• Accommodate urgent requests, special projects, and cross-functional assignments with accuracy and timeliness.

QUALIFICATIONS

• Strong proficiency in workforce forecasting, staffing models, and Erlang calculations (B & C).
• Advanced knowledge of WFM processes, tools, and systems (Avaya CMS Supervisor, Verint, eWFM, IEX, Genesys, or equivalent ACD reporting tools).
• Expert-level MS Excel (pivot tables, formulas, data modeling) and working knowledge of MS Office suite.
• Solid understanding of contact center KPIs, service-level calculations, and queuing theory.
• Ability to interpret large datasets, identify trends, and translate analysis into clear operational recommendations.

Other Skills and Experiences (Minimum)

• Bachelor’s degree in Business Administration, Statistics, Mathematics, Finance, Accounting, or related field (or equivalent work experience).
• 3–5 years of progressive experience in Workforce Management, with at least 2 years focused on forecasting, scheduling, and capacity planning.
• Proven experience in a multi-site or multi-client contact center environment.
• Night-shift availability and comfort working in a hybrid model.
• Previous exposure to Real-Time Analyst or Scheduling roles is highly preferred.

Competencies

• Analytical & Logical Thinking: Ability to break down complex data, compare sources, and recommend logical solutions.
• Forecasting & Data Management: Skilled at building models, managing data integrity, and anticipating future trends.
• Keenness to Detail: Ensures accuracy in all forecasts, reports, and communications.
• Workforce Management: Deep knowledge of staffing, projections, scheduling, shrinkage, and service-level analysis.
• Critical Thinking & Problem-Solving: Identifies risks early and provides practical, client-centric solutions under pressure.
• Communication & Collaboration: Excellent verbal and written skills; able to influence stakeholders at all levels.
• Ownership & Adaptability: Self-motivated, able to manage multiple priorities in a fast-paced, night-shift hybrid environment.