The Workforce Management Analyst II is responsible for advanced forecasting, schedule optimization, real-time performance governance, and capacity modeling for multi-channel operations. S/he conducts complex analysis, evaluates performance drivers, enhances predictive models, and leads high-impact scenario planning to support strategic decision-making. The Analyst II ensures accuracy and governance of all WFM forecasts, schedules, headcount and capacity models, and interval-level projections. This level serves as a subject matter expert in WFM methodologies, provides operational recommendations, mentors junior analysts, and drives continuous improvement in workforce planning processes.
Accountabilities:
Lead advanced forecasting and schedule optimization for multi‑channel operations.
Conduct complex analyses to identify trends, performance drivers, and optimization opportunities.
Enhance predictive models and ensure accuracy of all WFM forecasts, schedules, and capacity plans.
Manage intraday performance, including real-time monitoring and resource adjustments.
Develop and maintain high‑impact scenario and what‑if models for operational decision‑making.
Provide data-driven recommendations to Operations Leaders to support staffing strategies and service level goals.
Oversee governance of headcount models, interval projections, and workforce planning outputs.
Collaborate with cross‑functional teams to align workforce plans with operational requirements.
Mentor junior analysts and support continuous improvement of WFM processes.
Act as a subject matter expert (SME) on WFM methodologies, tools, and best practices.
Qualifications:
Bachelor's Degree holder
1-2 years of relevant experience
Communication skill: intermediate to advance communication skills (Business English)
Excellent MS Excel knowledge
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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