Workforce Management Analyst

Role : Assistant Manager – Business FinanceWork Mode : HybridWorking Hours : 2 PM to 11 PM IST(Support Latam Region)Role summarySeeking 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.