Workforce Management Analyst ll

We are seeking Senior WFM Analyst (Level 2) to act as the strategic bridge between our Workforce Management team, Operations, and key clients. You will own capacity planning discussions, lead workforce review meetings, and confidently present actionable staffing insights directly to our customers.

Key Responsibilities

Operations Bridge: Coordinate seamlessly between WFM and Operations teams in the call center field to ensure optimal staffing, intraday execution, and performance alignment.Client Interface: Independently prepare for, participate in, and lead customer-facing meetings, presenting complex capacity planning scenarios and workforce reviews clearly.Data Analysis & Presentation: Leverage advanced data sets to forecast staffing needs, analyze variances, and build highly impactful presentations for operational leadership and clients.Strategic Guidance: Confidently guide operations and client stakeholders through scheduling changes, hiring requirements, and efficiency-driving strategies.What We Are Looking For:Client-Facing Experience: A proven track record of independently leading capacity planning or workforce review meetings with clients.Communication Skills: English fluency (at least B2) with strong presentation skills and the confidence to guide senior stakeholders.Technical Expertise: Advanced proficiency in Microsoft Excel (data analysis/modeling) and PowerPoint (building professional decks).WFM Tooling: Previous hands-on experience with Aspect / Alvaria WFM tools is a strong advantage.

What We Offer

We value our talent and provide a comprehensive benefits package to support your career and well-being:Work Flexibility: A structured, balanced hybrid work environment.Peace of Mind: Full medical, social, and life insurance coverage.Commute Made Easy: Dedicated company transportation provided.