Workforce Analyst II

About the role

The Workforce Management (WFM) Analyst is responsible for optimizing, automating, and innovating workforce processes while ensuring standardization across the organization.

Key responsibilities

• Analyze historical data to provide insights and recommendations for improving workforce efficiency.
• Collaborate with operations, HR, and IT teams to implement WFM tools and strategies.
• Identify and implement process improvements in workforce planning and resource utilization.
• Provide training and support to teams on WFM systems and best practices.
• Stay updated on industry trends, new WFM technologies, and best practices.
• Drive continuous improvement in workforce planning processes.
• Interact with other departments to maximize project results.
• Propose innovative methods and fresh ideas for departmental and company‑wide improvement.
• Report any infractions of corporate policies to management immediately.

Required profile

• Higher education degree (preferable) and fluency in English (minimum B2).
• Up to two years of experience in project management and implementation.
• Proficiency in Excel, Word, and Outlook.
• Knowledge of SQL, BI tools, or Workforce Management software is a plus.
• Experience managing Customer Experience Management operations (preferred).
• Proven ability to coordinate between WFM and Operations teams.
• Experience presenting in capacity planning or workforce review meetings.
• Hands‑on experience with Aspect/Alvaria WFM tools is a strong advantage.

Required skills

• Aspect Alvaria WFM tools
• Word
• Outlook
• Excel
• SQL
• BI tools
• Workforce Management software