Workforce Management Analyst

--iSupport Worldwide--

Join our team!

We are seeking a dynamic and analytical Workforce Management Analyst to join our team. This role is crucial for ensuring operational efficiency by providing analysis and support in both Forecasting and Real Time Management. The ideal candidate will be adept at predicting business trends, allocating resources effectively, and responding to real-time changes in a fast-paced environment.

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What is your mission?

You will provide the best service to our partner brands by performing these tasks:


  • Develop and maintain accurate staffing forecasts based on historical data and business trends. (Experience with forecasting modeling such as Time Series, or Regression is an asset). 
  • Collaborate with various stakeholders to understand future business needs and volume drivers.
  • Analyze data to identify patterns and predict future workload and staffing requirements.
  • Prepare and present forecasting reports to management, highlighting potential risks and opportunities.

Real-Time Management:

  • Monitor real-time service level and backlog performance across multiple channels.
  • Identify and address staffing discrepancies and operational challenges.
  • Coordinate with team leaders and other departments to manage day-to-day staffing adjustments.
  • Provide real-time feedback and recommendations to improve efficiency and effectiveness.

Analysis and Reporting:

  • Analyze performance data to identify trends, efficiency opportunities, and areas for improvement.
  • Generate and distribute regular reports on workforce performance, service level, backlogs, utilization, and other key metrics.
  • Create and present Monthly Business Reviews outlining overall performance, achievements, and areas for improvement.
  • Support the continuous improvement of workforce management processes and tools. 

Collaboration and Communication:

  • Work closely with other teams to ensure seamless integration of workforce planning with overall business strategy.
  • Communicate effectively with stakeholders at all levels to align workforce strategies with business objectives.
  • Participate in cross-functional projects and initiatives as needed.

Who are we looking for?

    • Introduction experience in Workforce Management, particularly in Forecasting and Real-Time Management.
    • Strong analytical and problem-solving skills.
    • Proficiency in WFM support tools, Eg: MS Office, especially Excel and G-Sheets
    • Excellent communication and interpersonal skills.
    • Ability to work independently in a fast-paced, dynamic environment.

Company Perks

Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.

We put people first

We consider our people as the foundation of our success.

We strive for excellence

Our commitment to quality ensures that we always do our best.


We stay agile and fast, always looking for ways to solve our clients’ needs.


We pride ourselves on helping our clients reach their full potential.


We do things right and we get the job done.