Workforce Management Analyst, Workplace Operations (In Office Required)
About The Position
The Workplace Operations WFM Analyst is the primary workforce management subject matter expert for forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization across TechLine operations. The role manages the full WFM lifecycle for a complex, global support organization and partners with Operations leadership, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, optimize workforce utilization, and meet service-level commitments. This position supports a global 24x7 operation and requires flexibility to support critical business needs outside standard business hours when necessary. Occasional participation in cross-functional operational planning sessions and leadership reviews is required. The analyst is expected to work independently and provide strategic workforce management guidance with limited day-to-day supervision. The role is in-office.
Requirements
- At least 4 years of workforce management, capacity planning, forecasting, or workforce analytics experience.
- Experience supporting medium-to-large contact centers, service desks, operations centers, or other 24x7 support environments.
- Demonstrated expertise in forecasting methodologies, staffing models, scheduling, shrinkage planning, and real-time workforce management.
- Advanced Excel skills, including Pivot Tables, Power Query, complex formulas, scenario modeling, and data analysis.
- Experience developing staffing recommendations and presenting workforce insights to operational and executive leadership.
- Strong analytical and problem-solving skills, including the ability to turn complex data into actionable business decisions.
- Ability to work independently with minimal direction and manage multiple priorities simultaneously.
- Exceptional communication and stakeholder management skills.
- Consistent attendance.
- Flexibility to support critical business needs outside standard business hours when necessary.
Nice To Haves
- Bachelor's degree in Business, Operations Management, Analytics, Mathematics, Information Systems, or a related field preferred.
- Experience supporting global, multilingual, or geographically distributed operations.
- Experience in IT Service Management (ITSM), Service Desk, Help Desk, Technical Support, or Contact Center environments.
- Experience with workforce management platforms such as CommunityWFM, Zoom WFM, NICE/IEX, Verint, Calabrio, Amazon Connect WFM, Genesys, or similar solutions.
- Experience creating workforce dashboards using Power BI, Tableau, or similar business intelligence platforms.
- Working knowledge of ITIL principles and service operations.
- Experience leading workforce planning projects, process improvement initiatives, or automation efforts.
- Equivalent combination of education and experience may be considered.
Responsibilities
- Lead long-term forecasting, capacity planning, staffing models, and hiring recommendations for global operations while balancing forecasted business needs and labor costs.
- Own workforce forecasting and capacity planning processes for a global 24x7 IT support operation.
- Develop optimized schedules that balance service requirements, employee experience, labor efficiency, language support, and regional coverage requirements.
- Create and maintain short- and long-term workforce models using historical data, business trends, seasonality, and operational drivers.
- Analyze service-level performance, abandonment trends, occupancy, utilization, adherence, productivity, and staffing effectiveness.
- Lead workforce optimization initiatives to increase efficiency, improve customer experience, and support organizational growth.
- Partner with cross-functional teams on major business initiatives, operational changes, and workforce planning efforts.
- Develop training schedules to meet cross-functional development needs.
- Produce recurring and ad hoc workforce reports, executive dashboards, and strategic recommendations.
- Monitor real-time schedule adherence and report findings to managers and team leads.
- Follow established UDX environmental, health, and safety policies, procedures, and training, and participate in team-member involvement activities.
- Perform other duties as assigned.
Benefits
- Competitive compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
