Workforce Analyst
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Key skills for this role
About the Role
TP is seeking a detail-oriented Workforce Analyst to support workforce management activities in a Contact Center environment, including forecasting, scheduling, real-time monitoring, and performance reporting.
Key Skills for This Role
Responsibilities
- Develop short term and long term forecasts based on historical trends, call volumes, and business requirements
- Create and maintain staff schedules to ensure adequate coverage and operational efficiency
- Monitor real time performance, including service levels, occupancy, adherence, and queue performance
- Identify staffing gaps and recommend corrective actions to meet operational KPIs
- Analyse contact centre performance metrics and provide actionable insights to management
- Prepare and distribute daily, weekly, and monthly workforce and operational reports
- Manage workforce planning activities, including staffing requirements and capacity planning
- Track and report key performance indicators (KPIs) such as Service Level, AHT, Occupancy, Shrinkage, and Forecast Accuracy
- Collaborate with Operations, Training, Quality, and HR teams to support workforce initiatives
- Maintain workforce management systems and ensure data accuracy
Requirements
- Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management, or related field
- 3–5 years of experience as a Workforce Analyst, WFM Analyst, Real Time Analyst, or similar role within a Contact Center/Call Center environment
- Experience in forecasting, scheduling, capacity planning, and real time workforce management
- Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, Macros, VBA preferred)
- Experience with Workforce Management tools such as Genesys, NICE, Verint, Aspect, Calabrio, or similar
Full Job Posting
Job Summary
- We are seeking a detail oriented and analytical Workforce Analyst to support workforce management activities within our Contact Center operations.
Key Responsibilities
- Develop short term and long term forecasts based on historical trends, call volumes, and business requirements.
- Create and maintain staff schedules to ensure adequate coverage and operational efficiency.
- Monitor real time performance, including service levels, occupancy, adherence, and queue performance.
- Identify staffing gaps and recommend corrective actions to meet operational KPIs.
- Analyse contact centre performance metrics and provide actionable insights to management.
- Prepare and distribute daily, weekly, and monthly workforce and operational reports.
- Manage workforce planning activities, including staffing requirements and capacity planning.
- Track and report key performance indicators (KPIs) such as Service Level, AHT, Occupancy, Shrinkage, and Forecast Accuracy.
- Collaborate with Operations, Training, Quality, and HR teams to support workforce initiatives.
- Maintain workforce management systems and ensure data accuracy.
- Support continuous improvement initiatives to enhance productivity and customer experience.
- Develop automated reports and dashboards using Excel and other reporting tools.
Qualification Required
- Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management, or a related field.
- 3–5 years of experience as a Workforce Analyst, WFM Analyst, Real Time Analyst, or similar role within a Contact Center/Call Center environment.
- Experience in forecasting, scheduling, capacity planning, and real time workforce management.
Technical Skills
- Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, Macros, VBA preferred).
- Experience with Workforce Management tools such as Genesys, NICE, Verint, Aspect, Calabrio, or similar.
- Strong reporting and dashboard development skills.
- Knowledge of workforce planning methodologies and staffing models.
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