Workforce Management (WFM) Analyst

Key Responsibilities:

• Forecasting & Scheduling: Develop and maintain workforce forecasts and schedules using advanced Excel techniques, ensuring coverage meets service level, occupancy, and productivity targets across multiple geographies and business units.
• Foundational Build: Establish baseline capacity plans and scheduling frameworks to create scalable workforce management processes.
• Real-Time Management Support: Partner with operational managers and team leads for intraday adjustments, monitoring performance trends, and contributing to service level achievement.
• Ongoing Maintenance: Update forecasts and schedules monthly, incorporating trends and operational changes to maintain accuracy.
• Global Forecasting: Contribute to global forecasting efforts, ensuring consistency and alignment across business units.
• Productivity & Performance Analysis: Conduct schedule adherence and productivity analysis, providing actionable insights and recommendations.
• Collaboration & Continuous Improvement: Work closely with operations, training, and business leaders to enhance workforce planning accuracy, responsiveness, and process efficiency.