WFM (Capacity Planning, RTA & Scheduling)

Workforce Management Analyst

Job Summary:

The Workforce Management Analyst plays a vital role in optimizing workforce efficiency and ensuring operational excellence. By leveraging capacity planning, real-time analysis, and scheduling skills, you will significantly impact resource management and overall productivity within our organization.

Key Responsibilities:

• Prioritize workload and deadlines while performing multiple tasks with a strong attention to detail.
• Utilize critical thinking and problem-solving skills to address workforce challenges and enhance operational efficiency.
• Collaborate effectively by giving and receiving constructive feedback with peers and business partners.
• Analyze data to support business decisions, demonstrating sound arithmetic and analytical abilities.
• Communicate findings and recommendations clearly through excellent verbal and written skills.
• Maintain and develop customized reports to track performance metrics and workforce trends.
• Engage in continuous improvement initiatives to optimize scheduling and capacity planning processes.

Requirements:

• A minimum of 4-8 years of experience in Workforce Management or related fields.
• Strong proficiency in Excel, including data manipulation and report creation.
• Knowledge of Workforce Management systems such as eWFM, Verint/BluePumpkin, IEX, or CMS.
• Demonstrated ability in critical thinking, analytical reasoning, and problem solving.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly.
• Ability to work independently and in a team-oriented environment.
• Strong organizational skills and ability to manage multiple priorities.

Preferred Qualifications:

• Experience with data visualization tools to present analytics effectively.
• Familiarity with industry standards in capacity planning and scheduling practices.
• Certifications in Workforce Management or related fields (WFM, CPIM) are a plus.
• Previous experience working in a US Shift environment.