WFM Analyst

We are actively growing and expanding our team. We invite you to join the Analytics Department as a WFM Scheduling Specialist.

Key Responsibilities:

• Ensure effective scheduling of contact center agents while considering service level targets (FRT, SLA), workload, vacations, and operational requirements;
• Build monthly work schedules for the contact center based on forecasted workload (chats and calls);
• Work within the client’s WFM system;
• Prepare and maintain timesheets;
• Import and manage forecasting data;
• Collaborate closely with the Operations and HR departments to align planned and actual shifts and vacations;
• Maintain and update WFM tools / Excel models, participate in the implementation of new WFM solutions;
• Perform reforecasting (updating workload projections for schedule adjustments).

Required Knowledge and Skills:

• Experience with core and advanced Excel functions and complex formulas used for calculating operational metrics;
• Ability to create Excel reports and forecast results;
• Ability to work in a multitasking environment, stay focused, and maintain accuracy while completing reports over extended periods;
• Experience in planning and scheduling based on workload forecasts;
• English language proficiency at B2 level;
• Understanding the impact of key contact center metrics (AHT, FRT, Shrinkage, Adherence) on scheduling.

Will be an advantage:

• Experience with WFM systems (Verint, Assembled, Genesys, injixo, NICE, Calabrio, etc.);
• Skills in process automation (VBA, Power Automate, Python, SQL are a plus);
• Knowledge of Workforce Optimization / Capacity Management principles.