The Role
We are seeking a highly skilled and experienced Supervisor, WFM Analyst to join our customer service organization. This is an individual contributor role that requires hands-on expertise in Workforce Planning, Real-Time Consistency, Scheduling, and MIS Reporting. The ideal candidate will bring a deep understanding of WFM operations across voice and non-voice processes, with deep technical proficiency in Genesys WFM, Power BI, and SQL. This position offers an opportunity to make a significant impact in a high-performance environment that values operational excellence, collaboration, and innovation.
Key Responsibilities
Forecasting, Planning & Scheduling
- Develop short-term and long-term volume and staffing forecasts based on historical data, seasonal trends, and business inputs
- Build and manage optimized schedules using Genesys WFM (Cloud or Engage) to support operational performance targets
- Support shift bids, capacity planning, leave management, and schedule adjustments based on business priorities
- Collaborate with operations and training teams to align staffing plans with service delivery requirements
Real-Time Alignment
- Monitor live queue status and agent consistency in real time to ensure service levels are met
- Communicate deviations, risks, and recommended actions to operations teams during intraday intervals
- Implement intraday reforecasting and dynamic schedule changes in response to volume fluctuations
MIS & Reporting
- Generate and publish daily, weekly, and monthly performance reports and dashboards using Power BI
- Use SQL to extract, clean, and analyze operational data from relevant databases
- Deliver actionable insights to support operational decisions and continuous improvement initiatives
Stakeholder Collaboration
- Act as the WFM domain expert across multiple business functions including operations, training, quality, and HR
- Participate in multi-functional meetings to provide data-driven recommendations and planning support
- Support automation, standardization, and process enhancement initiatives within the WFM function
Required Skills & Qualifications
- Minimum 8 years of experience in Workforce Management within a contact center environment (voice and non-voice)
- Strong hands-on experience in Genesys WFM (scheduling, forecasting, and real-time monitoring)
- Proficiency in Power BI for creating dashboards, reports, and visualizations
- Solid command of SQL for data extraction, manipulation, and analysis
- In-depth understanding of WFM KPIs and contact center metrics such as SLA, AHT, occupancy, shrinkage, and forecast accuracy
- Good communication and team member management skills
- Ability to work independently and handle multiple responsibilities with a high degree of accuracy
What We Offer
- A professional and collaborative work environment with a solid focus on employee well-being and development
- Opportunities to lead critical functions and add strategic value as an individual contributor
- Exposure to modern WFM tools and analytics platforms in a customer-focused operations setup
A role that offers both ownership and impact, with opportunities for career growth and recognition
