Senior Analyst, WFM

The Community You Will Join:

As a SeniorAnalyst, WFM (Scheduler) within the Workforce Management (WFM) team, you will play a critical role in ensuring accurate forecasting, scheduling, and capacity planning to meet operational objectives. You will work closely with operations, global planning, and other cross-functional teams to ensure optimized staffing levels and seamless execution of schedules across multiple sites and lines of business.

The Difference You Will Make:

• Scheduling Excellence: Develop, maintain, and optimize agent schedules to ensure adequate coverage aligned with forecasted volume and SLA goals.
• Capacity Planning: Partner with planning and operations teams to align staffing strategies with business forecasts and evolving priorities.
• Data-Driven Decisions: Generate insights from scheduling data, shrinkage trends, and forecast variances to recommend actionable improvements.
• Cross-Functional Collaboration: Work with Operations, Training, Quality, and Program Management to ensure scheduling supports all business initiatives.
• Continuous Optimization: Review and refine scheduling models and parameters to enhance efficiency and adherence.
• Operational Support: Provide proactive scheduling solutions to minimize service disruptions and maximize productivity.
• Process Improvement: Identify opportunities to streamline scheduling workflows and drive best practices across WFM processes.

A Typical Day:

• Build, publish, and maintain agent schedules based on forecasted requirements and staffing plans.
• Coordinate shift bids, rotations, and schedule adjustments in alignment with business rules and local labor guidelines.
• Partner with Real-Time Analysts and Operations to manage schedule adherence and intraday changes.
• Track and manage planned and unplanned shrinkage to ensure service levels are maintained.
• Generate and share scheduling reports and insights with key stakeholders.
• Use Genesys and IEX (or similar WFM tools) to manage scheduling, forecasting, and reporting activities.
• Maintain detailed data records in Google Sheets and other reporting tools.
• Support initiatives related to workforce optimization, headcount planning, and efficiency improvements.

Your Expertise:

• A minimum of 5 Years of overall experience. 2 years of scheduling experience is mandatory
• Any graduate 
• Well-developed problem-solving and analytical skills 
• Sound knowledge of forecasting, planning, scheduling and end to end WFM
• Effective communication and relationship building skills 
• Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth 
• Able to travel to other offices nationally and internationally on occasion 
• Work weekends and holidays as business needs require 
• Strong attention to detail 
• Experience with IEX or similar applications (i.e., Blue Pumpkin/Verint, Genesys, Aspect/eWFM) 
• Ability to learn & manage multiple technical systems 
• S