Workforce Management Analyst II

About the role

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

Key responsibilities

• Lead weekly client and operations meetings to present performance reviews, capacity plans and proactive action points using clear WFM terminology.
• Analyze historical data to identify trends, improve shift efficiency and optimize resource utilization.
• Partner with HR, IT and Operations to implement WFM strategies, software tools and process improvements.
• Guide and train team members on WFM systems, best practices and new industry tools.
• Propose innovative solutions to optimize departmental operations and overall project results.
• Ensure adherence to corporate policies and report any infractions promptly.

Required profile

• Higher education degree preferred; fluent English (B2 level) required, German a plus.
• Up to 2 years experience in project management/implementation, ideally within customer experience (CX) operations.
• Strong analytical thinking, strategic decision‑making, clear communication and goal‑oriented problem‑solving.

Required skills

• Advanced proficiency in MS Office (Excel, Word, Outlook).
• Knowledge of WFM tools (Alvaria is a plus).
• SQL or Business Intelligence software knowledge is a plus.