WFM Analyst at Atento

Miramar, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Forecasting, Capacity Planning, Scheduling, Real-time Monitoring, Data Analysis, SLA, Occupancy, Shrinkage, Efficiency, Root-Cause Analysis, KPI Deviation, Verint, NICE, Genesys, Excel, Power BI

Industry

Outsourcing and Offshoring Consulting

Description

OBJECTIVE The Workforce Analyst is responsible for forecasting, capacity planning, scheduling, and real-time monitoring to ensure operational efficiency across the organization. This role supports service delivery by analyzing performance trends, providing actionable insights, and enabling data-driven decision-making. The ideal candidate is analytical, detail-oriented, and able to collaborate with operations, HR, and leadership to optimize staffing and meet business objectives. POSITION DESCRIPTION Scheduling • Create optimal schedules that balance operational requirements, labor laws, employee preferences, and budget constraints. • Maintain scheduling databases and adjust schedules based on updated forecasts and operational needs. • Manage shift bids, lunch/break optimization, and schedule adherence policies. Reporting & Analytics • Produce daily, weekly, and monthly WFM dashboards (e.g., SLA, occupancy, shrinkage, efficiency). • Conduct root-cause analysis for SLA misses and KPI deviations. • Provide actionable insights on operational performance, recommending process improvements. • Maintain data accuracy across WFM tools and reporting systems. Cross-Functional Collaboration • Partner with Operations, Training, HR, and Recruiting to align staffing plans with business goals. •Participate in business reviews and provide WFM-driven insights. • Support new program launches, transitions, and changes in operational strategy. Qualifications: Education and Experience: • Bachelor’s degree in Business, Statistics, Engineering, or related field (preferred). • 1–3 years of experience in Workforce Management, forecasting, or data analytics. • Experience in contact center environments (BPO preferred). Technical Skills: • Proficiency in WFM platforms (e.g., Verint, NICE, Genesys, Intradiem, Calabrio). • Strong Excel skills (pivot tables, formulas, dashboards). • Experience with BI tools (Power BI, Tableau) is a plus. • Understanding of contact center KPIs (AHT, SLA, occupancy, shrinkage, backlog).

Responsibilities

The Workforce Analyst is responsible for forecasting, capacity planning, scheduling, and real-time monitoring to maintain operational efficiency across the organization. This role involves analyzing performance trends and providing data-driven insights to support service delivery.