Workforce Management Analyst (WFM)

Develop short- and long-term workload forecasts and staffing requirements. Create and maintain capacity plans to support service level and productivity targets. Analyze workforce performance, staffing variances, and forecast accuracy. Produce workforce reports, dashboards, and actionable business insights.

Bachelor's Degree in Industrial Engineering, Business Administration, Statistics, Operations Management, or a related field preferred. 1-3 years of Workforce Management experience in a contact center, customer service, BPO, or operations environment. Advanced Microsoft Excel skills required. Experience with Workforce Management platforms preferred.