Workforce Management (WFM) Analyst

PERFILES Y SOLUCIONES LOGISTICAS S.A.S.; Perímetro Urbano Barranquilla; Sur place; COP 30 000 000 - 54 000 000; Plein temps

Résumé du poste

PERFILES Y SOLUCIONES LOGISTICAS S.A.S. is seeking a detail-oriented Workforce Management (WFM) Analyst to support scheduling and forecasting for optimized workforce planning.

You will forecast workload volumes, develop staffing schedules, and ensure adequate coverage to meet service levels. The role requires strong analytical skills, proficiency in Excel, and the ability to interpret data trends to inform staffing decisions in a fast-paced environment.

Qualifications

• Knowledge of Workforce Management (WFM), particularly scheduling and forecasting.
• Strong analytical skills and attention to detail.
• Proficiency in Microsoft Excel and data analysis.
• Ability to interpret historical data, identify trends and support staffing decisions.
• Strong organizational, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced operational environment.

Responsabilités

• Analyze historical data and operational trends to forecast workload volumes and staffing requirements.
• Develop and maintain staff schedules to ensure adequate coverage based on forecasted demand.
• Monitor staffing levels, employee availability, and schedule adherence to identify coverage gaps.
• Collaborate with Operations and team leaders to align staffing plans with business needs.
• Identify scheduling conflicts and recommend adjustments to improve workforce utilization.
• Monitor key performance indicators, including service levels, occupancy, and schedule adherence.
• Prepare workforce reports and provide insights to support operational decision-making.
• Identify trends and recommend improvements to forecasting accuracy and scheduling efficiency.

Connaissances

WFM knowledge

Scheduling

Forecasting

Excel

Data analysis

Analytical skills

Attention to detail

Staffing decisions

Organizational skills

Communication

Problem-solving

Multitasking

Outils

WFM tools

Scheduling platforms

Reporting systems

Description du poste

Job Summary

We are looking for a detail-oriented Workforce Management (WFM) Analyst with knowledge of scheduling and forecasting to support workforce planning and operational efficiency. The ideal candidate will help forecast workload volumes, develop staffing schedules, and ensure adequate workforce coverage to meet business demands and service level goals.

Key Responsibilities

• Analyze historical data and operational trends to forecast workload volumes and staffing requirements.
• Develop and maintain staff schedules to ensure adequate coverage based on forecasted demand.
• Monitor staffing levels, employee availability, and schedule adherence to identify coverage gaps.
• Collaborate with Operations and team leaders to align staffing plans with business needs.
• Identify scheduling conflicts and recommend adjustments to improve workforce utilization.
• Monitor key performance indicators, including service levels, occupancy, and schedule adherence.
• Prepare workforce reports and provide insights to support operational decision-making.
• Identify trends and recommend improvements to forecasting accuracy and scheduling efficiency.

Requirements

• Knowledge of Workforce Management (WFM), particularly scheduling and forecasting.
• Strong analytical skills and attention to detail.
• Proficiency in Microsoft Excel and data analysis.
• Ability to interpret historical data, identify trends, and support staffing decisions.
• Strong organizational, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced operational environment.

Preferred Experience

• Experience in a call center, BPO, customer service, or high-volume operations environment.
• Familiarity with WFM tools, scheduling platforms, and workforce reporting systems.
• Knowledge of service level, occupancy, shrinkage, and schedule adherence metrics.