Senior Analyst, Workforce Management
On-site · Chennai, Tamil Nadu, India
Job Summary
Senior Analyst, Workforce Management to lead forecasting, capacity planning, and staffing for global Operations including Customer Support and Platform Protection. Own historical trend analysis, develop short- to long-term forecasts, and create staffing plans; partner with Operations, Vendor Management, Product, and Data teams to integrate drivers like product launches and policy changes into workforce plans. Monitor workforce metrics (utilization, shrinkage, adherence, forecast accuracy), build dashboards and reports in Looker, and perform ad hoc analyses to support decisions. Collaborate with cross-functional teams to align WFM strategies, maintain data integrity across systems, and drive continuous improvement in processes and scalability. The role emphasizes data-driven recommendations, stakeholder collaboration, and independent delivery of forecasts and performance reporting.
Required Qualifications
- Bachelor's degree preferred in Business, Finance, Operations, Analytics, or related field
- 3–5 years of workforce management, workforce analytics, or similar experience in contact center, customer support or operations
- Strong forecasting methodologies, capacity planning, and scheduling principles
- Advanced proficiency in Excel or Google Sheets and BI tools such as Power BI, Tableau, or Looker
- Strong analytical and problem-solving skills with data-driven decision making
- Excellent communication skills for translating analyses into business recommendations
- Ability to build relationships and influence stakeholders without direct authority
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