Workforce Management Analyst

Job Summary:

We are looking for a highly analytical and collaborative WFM Analyst to join our Workforce

Management team. This role combines deep expertise in scheduling algorithms (e.g., using FICO

Mosel) with strong operational research capabilities to drive data-driven decision-making and

workforce optimization. The ideal candidate will be proficient in SQL, Excel, and Python (or similar

languages), and have experience coordinating cross-functional projects.

Key Responsibilities:

• Design, implement, and optimize scheduling algorithms using languages like FICO Mosel to meet

service level and efficiency goals.

• Apply operational research techniques such as linear programming, integer programming,

simulation, and queuing theory to solve complex workforce and operational challenges.

• Develop and maintain automated scheduling models and decision-support tools.

• Analyze large datasets using SQL and Excel to monitor and improve generated output and

processes.

• Collaborate with stakeholders to coordinate and lead projects related to workforce optimization

and operational efficiency.

• Translate business problems into mathematical models and present actionable insights into

leadership.

• Continuously improve scheduling processes through innovation and automation.

Required Skills & Qualifications:

• Experience with scheduling algorithms (FICO Mosel or similar optimization languages).

• Experience in a contact center or customer service environment is a must.

• Strong foundation in operational research methods and mathematical modeling.

• Proficiency in SQL and Excel for data analysis and reporting.

• Programming skills in Python, R, or similar languages.

• Demonstrated ability to coordinate and manage projects across teams.

• Excellent problem-solving and analytical thinking skills.

• Strong communication and interpersonal skills; a team player who thrives in collaborative

environments.

• Ability to work independently and manage multiple priorities in a fast-paced setting.

Preferred Qualifications:

• Familiarity with WFM platforms (e.g., Verint, NICE, Genesys) from 1- 2 years experience.

• 1 to 2 Years of Experience with simulation tools (e.g., Any Logic, Simul8) or optimization solvers

(e.g., CPLEX, Gurobi).

• Good Knowledge of forecasting methodologies and real-time adherence tools.

Education and Specific Training:

• Bachelor's degree in Computer Science, Engineering (Electrical, Electronics, Communications),

Statistics, Mathematics, Physics, Geophysics, or a related field from an accredited Faculty of

Science, Engineering, or Political Science.