Workforce Analyst

Segoso Jamaica

About The Position

We are looking for a goal-oriented, data-driven Workforce Analyst to manage forecasting, scheduling, and real-time performance across multiple client programs. This role is critical to balancing service delivery, efficiency, and cost in a fast-paced contact center environment.

Requirements

3–5+ years of Workforce Management experience in a call center or BPO environment
Hands-on experience with WFM platforms such as NICE IEX, Verint, Aspect, Genesys, or comparable tools
Proficiency in Microsoft Excel for data modeling and analysis; experience with Power BI or similar reporting tools strongly preferred
Solid understanding of core WFM concepts — forecasting methodologies, scheduling optimization, adherence tracking, and real-time management
Demonstrated ability to manage multiple programs and clients simultaneously in a high-volume, deadline-driven environment
Strong analytical and problem-solving skills with the ability to translate data into clear, actionable recommendations
Effective communicator — comfortable presenting findings and influencing decisions with both Operations teams and senior leadership
Bachelor’s degree in business, Statistics, Operations, or a related field preferred; equivalent experience considered

Responsibilities

Develop and implement WFM strategies aligned with organizational objectives across multiple business units and client programs.
Build short- and long-term forecasts using historical data, trends, seasonality, and business inputs to accurately project volume and staffing needs.
Develop staffing models aligned with SLA targets, shrinkage assumptions, and occupancy thresholds; support capacity planning by providing headcount recommendations to Operations and Recruiting.
Create optimized schedules across multiple queues and programs, incorporating shifts, breaks, and coaching or meeting intervals to minimize operational disruption.
Monitor intraday performance in real time — proactively identifying volume variances, staffing gaps, and service level risks, and coordinating with Operations to execute timely adjustments.
Manage and track schedule adherence across multiple Operations teams; surface trends and partner with team leads to drive accountability.
In consultation with Operations teams, own key WFM metrics including Service Level, ASA, AHT, Occupancy, and Shrinkage — tracking performance, identifying gaps, and recommending corrective action.
Produce and distribute regular reporting (daily, weekly, and monthly) for both internal leadership and external clients across multiple accounts.
Track daily attendance across the operation and report exceptions to the leadership team.
Forecast monthly revenue estimates; monitor daily movement, identify variances, and present findings and recommendations to senior leadership.
Serve as a collaborative partner to Operations leaders, aligning workforce strategies with business goals and client expectations.