Workforce Management Analyst
On-site · Skopje, Grad Skopje, North Macedonia
Job Summary
Forecasting demand, building staffing plans, optimizing schedules, and driving performance visibility across the operation. Develop short- and long-term volume forecasts, translate forecasts into staffing requirements, and backfill recommendations. Model shrinkage (PTO, breaks, training, meetings, attrition) and build optimized schedules aligned with demand. Monitor real-time performance and recommend intraday adjustments; support floor management during peak periods. Track KPIs (Service Level, AHT, ASA, Occupancy, Adherence), calculate team utilization and individual productivity, and prepare payroll-aligned reports for Finance. Partner with Operations Managers on capacity planning, budgeting, and cost control initiatives. This contract role involves second-shift work hours.
Required Qualifications
- 2–4 years of experience in Workforce Management or Operations Analytics in a Contact Center environment
- Strong Excel / Google Sheets skills (advanced formulas, pivot tables)
- Experience with WFM systems and BI tools or SQL (e.g. NICE, Verint, Calabrio)
- Strong understanding of forecasting, capacity modeling, and contact center KPIs
- Experience in high-growth or fast paced environments
- Excellent analytical thinking and stakeholder communication skills
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