Workforce Management Analyst
Slice GlobalEquity Management company
Skopje, MacedoniaMid
Insight Partners
Fenwick
Cooley LLP
TLV Partners
R-Squared Ventures
Jibe Ventures
Operations & Strategy
About the role
TL;DR
Forecast demand, build staffing plans, optimize schedules, and drive performance visibility.
- •The Workforce Management Analyst is responsible for forecasting demand, building staffing plans, optimizing schedules, and driving performance visibility across the operation.
- •Key Responsibilities Develop short
- •and long-term volume forecasts using historical trends and business drivers.
- •Translate forecasts into staffing requirements and hiring/backfill recommendations.
- •Model shrinkage assumptions (PTO, breaks, training, meetings, attrition).
- •Build optimized schedules aligned with demand patterns.
- •Monitor real-time performance and proactively recommend intraday adjustments.
- •Requirements 2-4 years of experience in Workforce Management or Operations Analytics in a Contact Center environment.
- •Strong Excel / Google Sheets skills (advanced formulas, pivot tables).
- •Experience with WFM systems and BI tools or SQL (e.g.
- •NICE, Verint, Calabrio).
- •Strong understanding of forecasting, capacity modeling, and contact center KPIs.
- •Experience in high-growth or fast paced environments.
Required skills
ExcelSQL
Domain expertise
fintech
Tech stack
ExcelSQL