Worforce Management Analyst

Magic; Dubai; On-site; USD 55,000 - 85,000; Full time

Job summary

A pioneering health and wellness company seeks a Workforce Management Analyst to optimize staffing for a 24/7 contact center. The role involves analyzing data, ensuring quality service delivery, and collaborating across departments to enhance customer experiences using advanced technologies.

Qualifications

• 2+ years in workforce management in contact center or e-commerce.
• Experience with data analysis and translating data into actionable plans.
• Advanced skills in WFM tools and spreadsheets.

Responsibilities

• Forecasting staffing needs based on historical data.
• Scheduling agents and optimizing plans in real-time.
• Monitoring attendance and generating performance reports.

Skills

Workforce planning

Scheduling

Data analysis

Communication

Attention to detail

Tools

Deputy

Google Sheets

Excel

Gorgias

Slack

Job description

Description

Department: Support & Leadership

Location: Global+

Description

About the Client
Our client is a pioneering health and wellness company leveraging cutting-edge science and natural ingredients to restore and optimize the body s foundational health barriers. Their physician-founded team utilizes advanced technology to preserve and deliver the highest potency bioactive nutrients, supporting immunity, metabolism, and overall vitality. Driven by research and a commitment to quality, their innovative products are trusted by a growing global community seeking transformational health benefits.

Why does this role exist?
This role was created to ensure an exceptional customer experience by optimizing workforce planning and scheduling for a fast-growing, 24/7 contact center. The Workforce Management Analyst will transform complex data into actionable insights, driving efficient staffing and supporting service quality as the company scales. By leveraging analytics and process improvements, this position will empower frontline teams and enable the organization to fulfill its mission of delivering outstanding health solutions.

The Impact you ll make

Forecasting & Capacity Planning

• Analyze historical data and trends to build short- and long-term volume forecasts across multiple channels.
• Account for seasonality, new product launches, and campaign initiatives in workforce planning.
• Anticipate staffing needs to ensure optimal coverage for a 24/7 operation.

Scheduling & Optimization

• Develop and manage daily, weekly, and monthly agent schedules using Deputy.
• Adjust staffing plans in real-time to align with business requirements and agent wellness.
• Support flexible scheduling to maximize engagement and minimize burnout.

Attendance & Adherence Monitoring

• Track agent attendance, schedule adherence, and manage time-off requests.
• Identify and report on patterns in attendance and adherence for accountability.
• Collaborate with leadership to address recurring issues and improve reliability.

Performance Analytics & Reporting

• Generate and interpret workforce management reports to drive actionable recommendations.
• Monitor key metrics such as staffing efficiency, service levels, and occupancy rates.
• Identify opportunities for automation and process improvements to enhance accuracy and reduce manual work.

Cross-Functional Collaboration

• Partner with CX Talent, Team Leads, and the WFM Lead to support hiring strategies and resource planning.
• Contribute to nesting waves and role-based seat forecasts during periods of growth or transition.
• Communicate findings and recommendations to leadership and relevant stakeholders.
  
  

Skills, Knowledge and Expertise

Required:

• Minimum 2 years of workforce management or forecasting experience in a contact center, BPO, or e-commerce environment
• Advanced proficiency with Deputy and Google Sheets or Excel
• Demonstrated ability to analyze large datasets and translate findings into actionable plans
• Experience using tools such as Gorgias and Slack
• Strong written and verbal communication skills
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor, and up.
  • Internet speed of at least 40 Mbps
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your Superpowers:

• Expertise in workforce planning, scheduling, and analytics
• High attention to detail and accuracy in data management
• Proficient with WFM software (preferably Deputy) and advanced spreadsheets
• Ability to communicate complex data in a clear and engaging way
• Proactive, resourceful, and passionate about continuous process improvement

You should apply if

• You thrive in fast-paced, evolving environments and enjoy tackling complex workforce challenges
• You are data-driven, solutions-oriented, and always seek to optimize for efficiency and impact
• You value collaboration, transparency, and own your work with a sense of purpose
• You are eager to grow with a mission-driven company and help shape its customer experience strategy

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