Position Overview
The WFM Analyst is responsible for forecasting demand, staffing, scheduling, and intraday performance support for Contact Center operations, ensuring service level goals are met while optimizing labor efficiency. This role converts operational data into actionable plans and insights, partnering closely with Operations, Training, Quality, and Leadership. The ideal candidate is highly analytical, advanced in Excel, comfortable with BI tools, and strong in forecasting methodologies and performance reporting.
Primary Responsibilities
Own end-to-end WFM planning by building and maintaining interval-level forecasts (15/30 minutes) across channels/contact types, incorporating seasonality, historical trends and business drivers (promotions, product events, peak seasons), while tracking and improving accuracy through MAPE/Bias and documented assumptions.
Translate demand into staffing and coverage plans by applying operational inputs (AHT, shrinkage, occupancy, service level targets and, when applicable, digital concurrency), then create, maintain and adjust schedules aligned to staffing needs, skills, labor constraints, time-off planning, and operational priorities.
Support intraday performance management by monitoring queue health and backlog (SL/ASA, abandonment, volumes, AHT, email/SMS backlog), re-forecasting as needed, and recommending real-time actions (OT/VTO, rebalancing, skill moves, backlog burn-down plans) to protect customer experience and efficiency.
Produce and automate WFM reporting and insights (Excel + BI/Power BI preferred), ensuring data integrity across ACD/CRM/WFM sources, diagnosing drivers of variance (forecast vs actual, schedule efficiency, adherence), and delivering clear performance packs with risks, root causes, and actionable recommendations.
Partner with Operations, Training and QA to align staffing plans with nesting waves, training/coaching allocations, calibrations and process changes, quantify the impact of initiatives (new campaigns, product/process updates, automation/deflection), and drive continuous improvement through standardized templates, governance routines and process optimization.
Qualifications
1. Education
Bachelor’s degree in Industrial Engineering, Business, Finance, Economics, Mathematics, Statistics, Data Analytics, or related discipline (or equivalent relevant experience).
2. Experience
2+ years of experience in Workforce Management, Workforce Planning, Capacity Planning, or equivalent analytics role in a contact center environment.
Hands-on experience with forecasting, scheduling, and/or intraday management routines.
Experience supporting multi-skill, multi-queue operations preferred.
Experience with digital/backlog channels (email/SMS/chat) preferred.
Exposure to WFM platforms (e.g., Genesys WFM, NICE, Verint, Aspect/Alvaria, Amazon Connect + WFM partners) is a plus.
3. Skills
Advanced Excel: pivots, Power Query, advanced formulas (INDEX/MATCH, XLOOKUP, SUMIFS), charting, data modeling; VBA is a plus.
BI / Reporting: Power BI preferred (DAX and data modeling a plus); Tableau acceptable.
Strong understanding of contact center drivers and KPIs: Service Level, ASA, Abandonment, AHT, Occupancy, Shrinkage, Backlog, Schedule Efficiency, Attrition impacts.
Solid forecasting fundamentals: trend/seasonality analysis, baseline creation, scenario planning, and variance explanations.
Ability to communicate clearly to both operational and leadership audiences; strong stakeholder management and bias-to-action.
Strong attention to detail, structured problem solving, and ability to prioritize in a fast-paced environment.
3. Language
English proficiency – must have C1 or equivalent. Excellent grammar and communication skills.
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.