Workforce Management (WFM) Analyst

The WFM Analyst is responsible for understanding and forecasting contact center transaction volumes, trends, and average handle times to determine workload demands. The role involves efficient staffing allocation and scheduling to ensure optimal queue management and resource utilization.

Forecasting & Analysis

• Create short-term to long-range forecasts for:
  • Workload
  • Headcount requirements
  • Average Handle Time (AHT) trends
  • Shrinkage inputs
  • Occupancy rates
• Routinely evaluate interval-level performance against targets to reassess workloads and realign staffing.
• Track and report forecasted vs. actual production volume trends by Line of Business (LOB), campaign, and site.
• Perform root cause analysis on poor service levels and recommend corrective actions.
• Monitor daily and interval attendance and tardiness; adjust schedules and generate reports accordingly.
• Manage capaci...