Workforce Management Analyst - Night Shift

● Forecasting:
○ Develop and maintain accurate short-, medium-, and long-term volume forecasts
across all contact channels (phone, email, chat).
○ Analyze historical trends, seasonality, and business drivers to create staffing
models and capacity plans.
○ Partner with operations and business leaders to incorporate upcoming
campaigns, product launches, or changes into forecasts.

● Scheduling:
○ Build and maintain agent schedules to meet forecasted demand while balancing
business and employee needs.
○ Optimize shift patterns, breaks, and time-off allocations to ensure cost-effective
coverage.
○ Coordinate with HR and team leads on schedule changes, PTO, and leave
planning.
● Real-Time Management:
○ Monitor intraday performance and real-time adherence to schedules.
○ Proactively identify variances and adjust staffing in real time to mitigate service
level risks.

○ Communicate with team leads and supervisors to address adherence and
performance issues as they arise.

Required Skills & Qualifications:
● 2+ years of experience in a contact center WFM role (scheduling, forecasting, or
real-time operations).
● Proficiency in WFM tools (e.g.,Salesforce, Amazon Connect) and Google Sheets/Excel.
● Strong analytical skills with the ability to interpret data and make data-driven decisions.
● Excellent problem-solving abilities with a proactive and solution-oriented mindset.
● Strong communication skills and the ability to work collaboratively across teams.
● Detail-oriented with a commitment to accuracy and continuous improvement.
● Understanding of key contact center metrics (AHT, SL, ASA, occupancy, shrinkage,
adherence, etc.).

Preferred Qualifications:
● Experience with multi-channel contact centers (voice, email, chat).
● Knowledge of SQL, Power BI, Tableau, or other data visualization tools.
● Experience supporting remote/hybrid contact center environments.

Working hours: 07:00 PM - 04:00 AM (Night shift)

Location: Work from home