Descrição da Função

Workforce Management Analyst (Customer Service)

Join a Global Leader Shaping Customer Experience

Are you passionate about data, forecasting, operational excellence, and driving performance through workforce planning?

Our client is a globally recognised market leader, operating across more than 220 countries and territories and supporting millions of customers worldwide every day. With a strong culture of innovation, collaboration, and continuous improvement, this organisation invests heavily in its people and offers outstanding opportunities for professional growth within an international environment.

This is an excellent opportunity to join a high-performing Customer Service organisation and play a key role in optimising workforce strategies, enhancing customer experience, and supporting business performance through data-driven workforce management.

The Role

As a Workforce Management Analyst, you will be responsible for forecasting customer demand, analysing workforce requirements, and supporting the delivery of operational performance across multiple customer service operations.

Working closely with Customer Service leaders, Operations, and Global WFM teams, you will use data and analytics to ensure the right resources are in place at the right time to achieve service level objectives while maximising efficiency and customer satisfaction.

Key Responsibilities

• Produce short, medium, and long-term volume forecasts for customer interactions.
• Analyse historical trends and business drivers to identify opportunities and risks.
• Develop and maintain staffing and capacity planning models.
• Support scheduling and workforce optimisation activities using WFM tools.
• Monitor service levels, productivity, occupancy, adherence, and other operational KPIs.
• Generate reports and business insights to support decision-making.
• Collaborate with Customer Service leadership to improve operational performance.
• Identify process improvement opportunities and contribute to WFM best practices.
• Support strategic planning initiatives and business transformation projects.
• Partner with international stakeholders in a fast-paced and global environment.

What Were Looking For

• Degree in Business, Economics, Mathematics, Statistics, Engineering, Operations Research, Management or another quantitative discipline.
• Experience in Workforce Management, Resource Planning, Capacity Planning, Forecasting, Business Analytics, Contact Centre Operations, or a related field.
• Strong analytical and problem-solving skills.
• Advanced Excel skills; knowledge of WFM platforms will be highly valued.
• Ability to interpret complex data and translate it into actionable recommendations.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and a proactive mindset.
• Fluent English is essential.

Preferred Experience

• Workforce Management experience within a Customer Service or Contact Centre environment.
• Exposure to forecasting, scheduling, real-time management, or capacity planning.
• Experience working within a multinational or shared services environment.
• Familiarity with workforce planning tools and performance management metrics.

What Youll Find Here

• An opportunity to join one of the worlds most respected and recognised organisations.
• A truly international and multicultural environment.
• Exposure to global projects and best-in-class operational practices.
• Continuous learning and professional development opportunities.
• Career progression within a large, growing, and people-focused organisation.
• Competitive salary and benefits package.
• A collaborative culture where your ideas and contributions are valued.

Ready to make an impact through data, planning, and operational excellence?

Apply today and become part of a global organisation where innovation, customer focus, and people development drive success every day.