Workforce Planning Analyst


Work Experience

  • At least 3 year(s) of working experience related forecasting and scheduling experience
  • With strong operations background, preferably in a high demand production environment
  • Ideal candidate will possess knowledge of contact center agent operations.


  • Ability to read, analyze, and interpret company software, guidelines, health references, professional journals, technical procedures, or governmental regulations
  • Ability to effectively present information and respond to questions.
  • Ability to calculate figures and amounts
  • Ability to apply concepts of basic algebra
  • Word Processing
  • Spreadsheets
  • E-mail
  • Database software
  • Internet software
  • Verint (Witness/Blue pumpkin) tool knowlegde is preferred but not required
  • Aspect - eWFM and IEX
  • ACD platform - Genesis, i3, CIC (Customer Interaction Center), Pure connect

Educational Requirement

  • Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , any field.

Role Expectations

  • Responsible for their respective Staff Plans
  • Provides proactive analysis to reflect LOB trends & recommendation
  • Tactical implementation of mutually agreed upon processes, procedures, policies, KPIs, etc…
  • Effectively uses communication methods to communicate concepts, strategies and analysis
  • Responds creatively to work challenges and proactively makes recommendations
  • Learns and challenges the ACD & WFM tool(s) in order to effectively and tactically drive KPIs
  • Maintains short term Forecasting and Staffing criteria through use of WFM tools and Staff Plans
  • Manages metric achievements especially those Key KPIs that affect the financial performance
  • Works with Ops, Training & Recruiting to proactively provide new hire schedules
  • Ensures all metrics/information needed for Forecast & Schedule runs are accurately maintained in the appropriate softwares
  • Provides general and adhoc reporting as appropriate for internal and external customers
  • Other duties may be assigned