Workforce Analyst

Job Summary

We are looking for a sharp, data-driven Workforce Analyst to support contact center workforce management. In this role, you will help balance staffing with demand by building forecasts, creating schedules, monitoring live operations, and producing performance reports that support service level goals.

The position calls for strong analytical thinking, excellent Excel skills, and prior experience in a busy call center or contact center setting.

Key Responsibilities

• Create both short-range and long-range forecasts using historical patterns, call volume trends, and business needs.
• Build and update employee schedules to maintain sufficient coverage and efficient operations.
• Track live performance measures such as service level, occupancy, adherence, and queue status.
• Spot staffing shortfalls and suggest corrective actions to help the operation meet KPIs.
• Review contact center performance data and turn it into practical recommendations for leadership.
• Compile and share daily, weekly, and monthly workforce and operations reports.
• Handle workforce planning activities, including staffing needs analysis and capacity planning.
• Monitor and report KPIs including Service Level, AHT, Occupancy, Shrinkage, and Forecast Accuracy.
• Work closely with Operations, Training, Quality, and HR teams on workforce-related initiatives.
• Keep workforce management systems up to date and ensure information remains accurate.
• Assist with continuous improvement efforts aimed at increasing productivity and customer experience.
• Build automated reports and dashboards using Excel and other reporting tools.

Requirements

• A bachelor’s degree in Business Administration, Statistics, Mathematics, Operations Management, or a related discipline.
• 3 to 5 years of experience in a Workforce Analyst, WFM Analyst, Real-Time Analyst, or similar position within a contact center or call center environment.
• Hands-on experience in forecasting, scheduling, capacity planning, and real-time workforce management.
• Advanced Microsoft Excel skills, including Pivot Tables, VLOOKUP/XLOOKUP, Power Query, and preferably Macros/VBA.
• Experience using workforce management platforms such as Genesys, NICE, Verint, Aspect, Calabrio, or comparable systems.
• Strong ability to develop reports and dashboards.
• Understanding of workforce planning methods and staffing models.

Additional Information

This is a full-time, onsite position based in Doha, Doha, Qatar.