Bilingual Senior WFM Analyst (English)

Responsibilities

• Perform capacity planning for operations (capacity planning).
• Develop intraday and daily volume and AHT curves.
• Monitor and analyze operational assumptions (volume, AHT, turnover, and hiring).
• Manage capacity and the recruitment pipeline.
• Monitor and recommend adjustments to ensure operational efficiency.
• Participate in meetings with managers and external clients.
• Support the development of operational scenarios and projections.
• Ensure adherence to operational targets and KPIs.

Requirements

• Bachelor's degree or higher.
• Availability to work on-site.
• Advanced English (at least B2 level).
• Solid experience in WFM / Planning (sizing and forecasting).
• Experience building intraday curves.
• Advanced Excel.
• Strong analytical skills and critical thinking.
• Experience with operational metric...