WFM Analyst II

Role Summary:

We are seeking an experienced Workforce Management Analyst who goes beyond basic forecasting and scheduling. You will act as a key liaison between internal operations, clients, and the WFM team, leading client presentations and driving cross-departmental coordination.

Key Responsibilities:

• Client & Stakeholder Communication: Lead weekly client and operations meetings to present performance reviews, future capacity plans, and proactive action points using clear WFM terminology.
• Data Analysis & Insights: Analyze historical data to identify trends, improve shift efficiency, and optimize resource utilization.
• Cross-Functional Collaboration: Partner with HR, IT, and Operations to implement WFM strategies, software tools, and process improvements.
• Training & Mentorship: Guide and train team members on WFM systems, best practices, and new industry tools.
• Continuous Improvement: Proactively propose innovative solutions to optimize departmental operations and overall project results.
• Compliance: Ensure adherence to corporate policies and report any infractions to management promptly.

Requirements & Qualifications:

• Education & Languages: Higher Education degree preferred. Fluent English (B2 level required); German language skills are a plus.
• Experience: Up to 2 years of experience in project management/implementation, ideally within customer experience (CX) operations.

WFM & Technical Skills:

• Advanced proficiency in MS Office (Excel, Word, Outlook).
• Knowledge of WFM tools (Alvaria is a plus), SQL, or Business Intelligence (BI) software is a plus.
• Proven track record of independently leading capacity planning and performance reviews with clients.
• Core Competencies: Strong analytical thinking, strategic decision-making, clear communication, and goal-oriented problem-solving.

Work Model: Hybrid (Teleperformance One Katameya).