WFM Analyst

Atento•Miramar, FL

15h

About The Position

The Workforce Analyst is responsible for forecasting, capacity planning, scheduling, and real-time monitoring to ensure operational efficiency across the organization. This role supports service delivery by analyzing performance trends, providing actionable insights, and enabling data-driven decision-making. The ideal candidate is analytical, detail-oriented, and able to collaborate with operations, HR, and leadership to optimize staffing and meet business objectives.

Requirements

Bachelor’s degree in Business, Statistics, Engineering, or related field (preferred).
1–3 years of experience in Workforce Management, forecasting, or data analytics.
Experience in contact center environments (BPO preferred).
Proficiency in WFM platforms (e.g., Verint, NICE, Genesys, Intradiem, Calabrio).
Strong Excel skills (pivot tables, formulas, dashboards).
Understanding of contact center KPIs (AHT, SLA, occupancy, shrinkage, backlog).

Nice To Haves

Experience with BI tools (Power BI, Tableau) is a plus.

Responsibilities

Create optimal schedules that balance operational requirements, labor laws, employee preferences, and budget constraints.
Maintain scheduling databases and adjust schedules based on updated forecasts and operational needs.
Manage shift bids, lunch/break optimization, and schedule adherence policies.
Produce daily, weekly, and monthly WFM dashboards (e.g., SLA, occupancy, shrinkage, efficiency).
Conduct root-cause analysis for SLA misses and KPI deviations.
Provide actionable insights on operational performance, recommending process improvements.
Maintain data accuracy across WFM tools and reporting systems.
Partner with Operations, Training, HR, and Recruiting to align staffing plans with business goals.
Participate in business reviews and provide WFM-driven insights.
Support new program launches, transitions, and changes in operational strategy.