OVERVIEW

The Workforce Management Analyst II is a mid-level role within the Workforce Management (WFM) team, focused on strategic and tactical planning to ensure optimal staffing, forecasting accuracy, and operational efficiency across multiple sites and clients.

This position bridges short-term execution and long-term strategy by owning advanced forecasting, schedule optimization, capacity planning, and performance analysis. While collaborating closely with Real-Time Analysts (RTAs) for intraday adjustments, the role emphasizes proactive data-driven decision-making to minimize variances, control costs, and meet or exceed service-level agreements (SLAs).

The Analyst II operates in a hybrid work setup (office + remote) with night shift scheduling to support 24/7 global operations, providing after-hours coverage and real-time support during peak client volumes.

RESPONSIBILITIES

Advanced Forecasting & Intraday Forecast Management <...