Workforce Management Analyst

Role : Assistant Manager – Business Finance

Work Mode : Hybrid

Working Hours : 2 PM to 11 PM IST(Support Latam Region)

Role summary

Seeking an Assistant Manager – Business Finance who will leverage WFM expertise from BPO environments to build forecasts, automate reporting in Excel / VBA, and partner with Finance on budgeting, variance analysis, and KPI tracking; the role blends operational planning with financial analytics and process automation.

Responsibilities

• Build, maintain, and improve demand forecasts and capacity plans that align staffing and cost with service targets, using historical trends and time-series methods.
• Translate Ops outputs into financial implications (budget, run-rate, productivity, capacity cost curves) and support monthly / quarterly forecasting cycles.
• Automate recurring reports and reconciliations in Excel using advanced formulas, Power Query, and VBA / macros; ensure data integrity and version control.
• Create and maintain dashboards for operational and financial KPIs (AHT, SL, Occupancy, Shrinkage, FTE, $ / contact, variance vs. plan) for leadership consumption.
• Perform Weekly performance analysis to explain variances vs. forecast; recommend headcount, shift, or policy adjustments with quantified financial impact.
• Partner with Operations, and HR on hiring plans, shift strategies, overtime policies, and leave planning to balance service levels and costs.
• Standardize and document planning models, data definitions, and automation logic; provide user training and handover notes.
• Continuously improve planning accuracy and report cycle times through process optimization and tooling enhancements.

Must-have qualifications

Nice-to-have

Key competencies