WFM Analyst, Vendor Operations

Job description

- Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.

• Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
• Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.
• Monitor schedule adherence, identify deviations, and proactively address non-compliance or productivity issues with the Operations team.
• Maintain accurate and up-to-date headcount forecasts based on historical trends, seasonal patterns, and business forecasts.
• Generate and analyze WFM performance reports, including schedule adherence, coverage gaps, utilization, and staffing efficiency.
• Provide administrative support to the WFM Manager and contribute to ongoing operational improvement initiatives.
• Act as a point of contact for scheduling-related inquiries from agents, team leads, and managers, ensuring timely and accurate responses.
• Liaise with internal departments and external BPOs to resolve cross-functional issues impacting workforce planning.
• Support short-term planning and coordination of training, meetings, and departmental activities.
• Proactively communicate issues that may impact service performance and escalate accordingly.
• Uphold and execute planning strategies with a moderate level of autonomy, following established processes and guidelines.

Qualifications

• Diploma, Degree, or professional certification in any field (preferred).
• Minimum 3–4 years of experience in a contact center environment as a Workforce Management Planner or Scheduler, preferably within e-commerce, quick commerce, or tech industries.
• Strong command of English (verbal and written); able to communicate clearly with internal and external stakeholders.
• Proficiency in Google Suite or Microsoft Office, with advanced Excel skills (formulas, pivot tables, lookups, Power Query, SQL, Python, Erlang-C).
• Solid analytical skills with the ability to work with large data sets and extract actionable insights.
• Highly organized and detail-oriented with strong problem-solving capabilities.
• Ability to thrive in a fast-paced, high-volume environment and make assertive, data-driven decisions.
• Strong interpersonal skills with the ability to coordinate across multiple teams and time zones.
• Mathematical proficiency and an eagerness to learn programming or automation tools is a plus.