A WFM Business Analyst acts as a strategic bridge between stakeholders and operational teams by analyzing workforce data to guide forecasting, capacity planning, and staffing strategy. In this role, they convert complex operational data into actionable insights, identify workflow inefficiencies, and recommend data-driven solutions to support business goals. Collaborating closely with real-time analysts, schedulers, and coordinators under the direction of the WFM Manager, they ultimately drive performance improvements across the organization

Key task & result areas:

Forecasting and Capacity Planning

- By analyzing workforce data, they deliver deep business insights that drive forecasting, capacity planning, and performance improvement. They convert complex operational data into actionable clarity, identifying workflow inefficiencies to support long-term organizational goals.

- Develops and maintains volume, AHT, and shrinkage forecasts using historical and trending data, builds capacity plans and headcount models to support hiring and staffing decisions, and partners closely with Operations and Talent Acquisition on staffing requirement projections.

Reporting and Analysis

- Perform deep-dive data analysis, trend monitoring, and scenario-based modeling (such as fleet performance, time of day impacts, and operational shifts) to deliver actionable insights and identify risks, and support decision making.

Data Management

- Design, build, and maintain interactive reporting solutions and dashboards (e.g., migrating excel to Power BI or Tableau).  Develop datasets, customer calculated fields, SQL formulas, filters, and self-service automation tools across low to medium complexity levels.

- Validate data accuracy, troubleshoot discrepancies, and investigate complex data issues to root causes. Ensure logic, filters, user-friendly layouts, and definitions are fully documented and accurate.

- Support data quality and governance standards while maintaining strict confidentiality and regulatory compliance. Identify opportunities to optimize workflows, automate routine reporting and increase overall operational efficiency.

Business Support

- Gather, clarify, and document business requirements, workflows, and functional specifications. Partner with operations, analytics, and IT teams to align solutions with strategic goals and ensure delivered dashboards meet stakeholder expectations.

- WFM Business Analyst provides analytical support for RFPs, business reviews, and client presentations, identifies trends and improvement opportunities across sites and accounts, and actively supports process improvement initiatives within Workforce Management.

Collaboration

- Acts as a strategic bridge between stakeholders and operational teams by leveraging business intelligence to design interactive dashboards that track key performance indicators, monitor workforce trends, and guide overall staffing strategy.

- To maximize efficiency, the role implements business automation by streamlining routine report generation, scheduling workflows, and data processing. Collaborating closely with real-time analysts, schedulers, and coordinators under the WFM Manager, they use these automated tools to drive continuous improvement across the organization.

- WFM Business Analyst works closely with RTAs, Schedulers, and the WFM Coordinator to align data and reporting needs and effectively presents findings and recommendations to Operations and Account leadership.

• Bachelor’s degree in business, Statistics, Information Technology, or a related field.
• 2 to 4 years of experience in Workforce Management, Business Analysis, or BPO reporting.
• Experience with reporting, data analysis, or business process improvement is an advantage.
• Strong analytical, problem solving and critical thinking skills.
• Proficiency in MS Excel and other reporting tools
• Knowledge of Power BI, SQL, Python, or other reporting and analytic tools is a strong plus. 
• Strong Verbal and written communication skills with the ability to work effectively with cross-functional teams.
• Ability to interpret and understand data in context of business reports
• High mental agility and adaptability in a fast-paced environment.