Workforce Management Analyst

Job description

About the Job: The Workforce Management (WFM) Analyst is responsible for protecting Service Level (SLA) and Average Speed of Answer (ASA) targets by owning the full WFM lifecycle — forecasting, scheduling, and intraday management. This role ensures optimal staffing efficiency through accurate demand planning, real-time performance visibility, and data-driven recommendations that support operational excellence. The WFM Analyst serves as a strategic partner to Operations, QA, and Training teams by delivering actionable insights that align staffing capacity with business demand. What You'll Do: Forecasting & Capacity Planning Build and validate short-term and long-term forecasts by channel and queue. Analyze historical trends, seasonality, and business drivers to improve forecast accuracy. Translate demand forecasts into staffing requirements using WFM methodologies (e.g., Erlang C). Identify risks and recommend proactive staffing adjustments to maintain SLA/ASA targets. Scheduling & Workforce Optimization Convert demand forecasts into optimized schedules that balance service levels and cost efficiency. Manage shrinkage assumptions and ensure schedule efficiency. Recommend overtime (OT) or voluntary time off (VTO) strategies as needed. Support workforce planning initiatives to improve occupancy and resource utilization. Intraday Management & Recovery Monitor real-time queue performance and staffing adherence. Identify variances between forecasted and actual volume, AHT, and staffing. Execute recovery plans to address SLA/ASA risks. Partner with Operations to implement real-time adjustments and corrective actions. Performance Analysis & Reporting Analyze staffing versus demand and provide clear, actionable recommendations. Maintain a single source of truth for WFM reporting. Develop and manage dashboards using BI tools (Power BI/Tableau). Track and monitor key WFM KPIs: Forecast Accuracy, SLA/ASA, Adherence, Occupancy & Schedule Efficiency, Shrinkage Accuracy, Intraday Recovery, OT/VTO Stability. Deliver performance insights on a structured cadence: daily intraday & variance, weekly forecast/staffing, monthly/quarterly capacity and seasonality reports. Cross-Functional Collaboration Partner closely with Operations, QA, and Training to align staffing with business objectives. Communicate staffing risks, trends, and strategic recommendations clearly and effectively. Support continuous improvement initiatives within workforce planning processes. What You'll Bring: 2–4+ years of experience in Workforce Management (forecasting, scheduling, intraday). Strong knowledge of WFM systems and ACD platforms (preferably NICE, InContact, Time Doctor). Advanced proficiency in Microsoft Excel. Experience with BI tools such as Power BI or Tableau. Solid understanding of WFM mathematics, including Erlang C. Excellent analytical, problem-solving, and communication skills. Ability to manage multiple priorities in a fast-paced, data-driven environment. Attention to detail and accuracy in reporting and analysis. Proactive mindset with the ability to anticipate staffing issues and recommend solutions. Collaborative team player who can partner effectively with Ops, QA, and Training teams. Comfortable working under strict deadlines and handling intraday pressure situations. What we have to offer: A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands. A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally A market competitive total compensation/rewards package including: Day 1 HMO Competitive pay including incentives and generous allowances Payment of all statutory government benefits 25 days of annual paid leave some days are convertible to cash 13 th month pay Onsite medical support Employee Engagement Events Employee Referral Program Skills, training for personal and professional development A million possibilities are waiting to be ignited. Click "Apply Now"! About FGC+ #SparkSuccess at FGC+! Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication. Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success. Here, you are more than just an employee —you are part of a team where you can truly thrive and make a difference.