Senior WFM Analyst
HighLevel
full-time
Posted on:
Location Type: Remote
Location: India
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Job Level
About the role
- Maintain and optimize the workforce management platform, ensuring accurate data capture, reporting, and system reliability.
- Develop and refine forecasting models to predict workload demand across all customer-facing teams, including customer support, sales, and success teams.
- Design and implement staffing schedules and capacity plans to align resources with forecasted demand, minimizing downtime and maximizing service levels.
- Collaborate with team leads to identify process inefficiencies and implement solutions that enhance productivity and customer satisfaction.
- Oversee intraday workforce operations, adjusting schedules as needed to meet changing business needs.
- Provide actionable insights through dashboards and reports on key WFM metrics, such as adherence, utilization, and service level achievement.
- Partner with stakeholders from operations, HR, and leadership to ensure alignment on workforce strategies and priorities.
- Develop training materials and standard operating procedures for WFM tools and processes to ensure consistency and knowledge sharing.
Requirements
- 3-5+ years of experience in workforce management, preferably in a customer-facing environment.
- Experience with WFM tools such as Assembled, Calabrio, NICE, Verint, or similar platforms.
- Strong analytical skills with expertise in Excel, SQL, or other data analysis tools.
- Excellent communication skills, with the ability to present complex data in a clear and actionable manner.
- Experience in forecasting, capacity planning, and performance monitoring.
- Knowledge of customer service operations and best practices is a plus.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Experience working in a cloud software or technology company.
- Familiarity with predictive analytics and machine learning for demand forecasting.
- Process improvement certifications (e.g., Lean Six Sigma).
Benefits
- Competitive salary
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce managementforecasting modelscapacity planningdata analysisExcelSQLpredictive analyticsmachine learningperformance monitoringprocess improvement
Soft Skills
analytical skillscommunication skillscollaborationproblem-solvingtime managementadaptabilitycustomer satisfaction focustraining developmentprocess efficiencystakeholder engagement
Certifications
Lean Six Sigma