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

3–6 years in WFM within a BPO / contact Center covering forecasting, scheduling, and intraday management.

Strong quantitative skills : proven ability to analyse large datasets and derive actionable insights.

Advanced Excel skills including nested formulas, PivotTables, Power Query / Power Pivot; hands-on VBA for report / process automation.

Experience building and maintaining standardized dashboards and automated KPI reporting.

Business partnering exposure with Finance or Operations on budgets, plans, and performance reviews.

Nice-to-have

Exposure to financial modelling (driver-based models, scenario / sensitivity analysis) and forecasting techniques.

Familiarity with SQL / Access or integrating Excel with external data sources for robust data pipelines.

Knowledge of contact Center / WFM platforms and metrics (AHT, SL, Occupancy, Shrinkage, Adherence).

Key competencies

Problem solving and structured thinking; ability to link operational drivers to financial outcomes.

Stakeholder management across Finance, Operations, and HR; crisp written and verbal communication.

Process orientation with a bias for automation, documentation, and control.