Workforce Management (WFM) Analyst

About the role

The Workforce Management (WFM) Analyst is responsible for monitoring real-time contact center operations to ensure service level agreements (SLAs), operational goals, and customer service objectives are consistently achieved. This role provides real-time analysis of staffing, agent performance, and service levels while partnering with Operations and Leadership to optimize workforce utilization, improve efficiency, and support business continuity.

Responsibilities

• Monitor real-time call center operations, including queues, agent availability, service levels, and operational performance
• Track and manage Service Level Agreements (SLAs), response times, and key operational metrics to ensure business objectives are met
• Partner with Operations leaders to implement real-time staffing adjustments and workload balancing to maintain optimal service delivery
• Support workforce planning activities, including capacity planning, staffing alignment, scheduling, and resource allocation
• Aid in schedule management, shift adjustments, time-off tracking, and adherence monitoring to maximize operational efficiency
• Provide accurate workforce data and analytical insights to support forecasting, staffing models, and long-term workforce planning
• Publish and maintain real-time operational dashboards and daily performance reports for leadership and operational teams
• Track, analyze, and communicate key performance indicators (KPIs), including service level, average handle time (AHT), occupancy, adherence, abandon rate, productivity, and queue performance
• Proactively identify trends, operational risks, and performance gaps, providing actionable recommendations to Operations leadership
• Prepare Management Information System (MIS) reports and performance summaries for internal leadership and client stakeholders
• Ensure the accuracy, integrity, and confidentiality of workforce data and operational reporting
• Collaborate with Operations, Training, Quality Assurance, and Leadership teams to support business initiatives and continuous process improvement

Qualifications

• High school diploma or equivalent required
• Minimum 2 years experience in MIS / WFM support role in BPO (utilities / telecom preferred)
• Strong understanding of workforce management principles, including forecasting, capacity planning, scheduling, and real-time management
• Experience monitoring contact center KPIs, SLAs, and service levels
• Advanced analytical and problem-solving skills with the ability to interpret operational data and identify trends
• Proficiency with workforce management platforms, reporting tools, Microsoft Excel, and business intelligence applications

Preferences

• Exposure to WFM tools (Genesys / NICE / Verint etc.)

Skills

• WFM (Ops)

Benefits

• Full range of medical and dental benefits options
• Disability insurance
• Paid time off (inclusive of sick leave)
• Other paid and unpaid leave options