Job Summary

The Senior Workforce Management Analyst is responsible for driving end-to-end workforce planning across forecasting, capacity planning, scheduling, and real-time performance management in a multi-channel contact center environment. As a Subject Matter Expert, this role partners closely with Operations and HR to balance service level performance, staffing efficiency, and cost optimization. The role goes beyond execution, contributing to workforce strategy, planning accuracy, and continuous improvement of WFM frameworks in a 24/7 operation.

Role & Responsibilities

• Develop forecasts (short to long-term) and perform capacity planning, including headcount and scenario (what-if) modeling
• Drive workforce optimization across scheduling, shrinkage, and staffing efficiency to meet service level targets
• Manage and validate historical data and planning assumptions to continuously improve forecast accuracy (target variance with...