Workforce Analyst

Workforce AnalystJob Summary
The Workforce Analyst is responsible for monitoring staffing levels, employee schedules, attendance, and workforce performance to ensure operational requirements and service level agreements (SLAs) are met. This role analyzes workforce data, prepares reports, manages scheduling activities, and partners with Operations to optimize staffing efficiency while maintaining productivity and client satisfaction.
Key Responsibilities
• Monitor daily staffing levels and workforce performance across all assigned accounts.• Create, maintain, and update employee schedules based on business requirements.• Track real-time adherence (RTA) and identify schedule variances.• Monitor attendance, tardiness, absenteeism, overtime, and leave requests.• Coordinate with Team Leaders and Operations regarding staffing shortages and schedule adjustments.• Generate daily, weekly, and monthly workforce reports.• Analyze workforce trends and provide recommendations to improve efficiency.• Forecast staffing requirements based on historical data, call volumes, workload, and business trends.• Assist in capacity planning and headcount recommendations.• Monitor service level performance and productivity metrics.• Support payroll by validating attendance records, schedule adherence, and approved overtime.• Maintain workforce databases, trackers, and reporting tools.• Ensure compliance with company policies and client requirements.• Escalate staffing risks that may impact operations.• Collaborate with HR, Operations, Payroll, and IT to resolve workforce-related issues.• Participate in process improvement initiatives to increase workforce efficiency.• Perform other duties as assigned.
Qualifications
• Bachelor's degree in Business Administration, Industrial Engineering, Information Technology, Statistics, or a related field preferred.• Advanced English Level.• At least 1–3 years of Workforce Management, Scheduling, or Workforce Analyst experience, preferably in a BPO or contact center environment.• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, INDEX/MATCH, formulas, charts).• Experience with Google Sheets is preferred.• Knowledge of forecasting, scheduling, capacity planning, and real-time monitoring.• Experience preparing operational reports and dashboards.• Strong analytical and problem-solving skills.• Excellent verbal and written communication skills.• Ability to work under pressure and manage multiple priorities.• High attention to detail and strong organizational skills.• Willingness to work rotating shifts, weekends, or holidays as required by business needs.