Workforce Analyst

Role Objective: The Workforce Management Analyst is responsible for optimizing workforce utilization across contact centre and back-office operations by delivering accurate forecasting, effective scheduling, and real-time performance management. The role supports both Consumer and Enterprise businesses, ensuring service levels, productivity, and cost targets are achieved while balancing operational efficiency and employee experience.

Key Accountabilities:

1. Accountable for achieving agreed workforce management targets, KPIs, and scorecard objectives in line with business and operational requirements.
2. Ensure optimal staffing, scheduling, and resource utilization to meet service-level agreements (SLAs), productivity, and efficiency targets.
3. Monitor performance against forecasts, identify variances, and implement corrective actions to minimize service gaps and cost inefficiencies.
4. Support operational teams by balancing customer demand, agent ...