Workforce Management Analyst

Job Summary:We are looking for a highly analytical and collaborative WFM Analyst to join our WorkforceManagement team. This role combines deep expertise in scheduling algorithms (e.g., using FICOMosel) with strong operational research capabilities to drive data-driven decision-making andworkforce optimization. The ideal candidate will be proficient in SQL, Excel, and Python (or similarlanguages), and have experience coordinating cross-functional projects.

Key Responsibilities

• Design, implement, and optimize scheduling algorithms using languages like FICO Mosel to meetservice level and efficiency goals.
• Apply operational research techniques such as linear programming, integer programming,simulation, and queuing theory to solve complex workforce and operational challenges.
• Develop and maintain automated scheduling models and decision-support tools.
• Analyze large datasets using SQL and Excel to monitor and improve generated output andprocesses.
• Collaborate with stakeholders to coordinate and lead projects related to workforce optimizationand operational efficiency.
• Translate business problems into mathematical models and present actionable insights intoleadership.
• Continuously improve scheduling processes through innovation and automation.Required Skills & Qualifications:
• Experience with scheduling algorithms (FICO Mosel or similar optimization languages).
• Experience in a contact center or customer service environment is a must.
• Strong foundation in operational research methods and mathematical modeling.
• Proficiency in SQL and Excel for data analysis and reporting.
• Programming skills in Python, R, or similar languages.
• Demonstrated ability to coordinate and manage projects across teams.
• Excellent problem-solving and analytical thinking skills.
• Strong communication and interpersonal skills; a team player who thrives in collaborativeenvironments.
• Ability to work independently and manage multiple priorities in a fast-paced setting.

Preferred Qualifications

• Familiarity with WFM platforms (e.g., Verint, NICE, Genesys) from 1- 2 years’ experience.
• 1 to 2 Years of Experience with simulation tools (e.g., Any Logic, Simul8) or optimization solvers(e.g., CPLEX, Gurobi).
• Good Knowledge of forecasting methodologies and real-time adherence tools.Education and Specific Training:
• Bachelor’s degree in Computer Science, Engineering (Electrical, Electronics, Communications),Statistics, Mathematics, Physics, Geophysics, or a related field from an accredited Faculty ofScience, Engineering, or Political Science.