WFM Analyst

We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Analyst - Planner to join our team. In this role, you will be responsible for developing, maintaining, and optimizing staffing plans and agent schedules for both in-house and BPO teams to ensure optimal coverage and performance across Pandora service operations. You will play a critical role in aligning workforce resources with forecasted demand, ensuring service levels are met, and enabling operational excellence in a fast-paced, dynamic environment.

Key Responsibilities:

Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.

Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).

Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.

Monitor schedule adherence, identify deviations, and proactively address non-compliance or productivity issues with the Operations team.

Maintain accurate and up-to-date headcount forecasts based on historical trends, seasonal patterns, and business forecasts.

Generate and analyze WFM performance reports, including schedule adherence, coverage gaps, utilization, and staffing efficiency.

Provide administrative support to the WFM Manager and contribute to ongoing operational improvement initiatives.

Act as a point of contact for scheduling-related inquiries from agents, team leads, and managers, ensuring timely and accurate responses.

Liaise with internal departments and external BPOs to resolve cross-functional issues impacting workforce planning.

Support short-term planning and coordination of training, meetings, and departmental activities.

Proactively communicate issues that may impact service performance and escalate accordingly.

Uphold and execute planning strategies with a moderate level of autonomy, following established processes and guidelines.

Qualifications:

Diploma, Degree, or professional certification in any field (preferred).

Minimum 3–4 years of experience in a contact center environment as a Workforce Management Planner or Scheduler, preferably within e-commerce, quick commerce, or tech industries.

Strong command of English (verbal and written); able to communicate clearly with internal and external stakeholders.

Proficiency in Google Suite or Microsoft Office, with advanced Excel skills (formulas, pivot tables, lookups, Power Query, SQL, Python, Erlang-C).

Solid analytical skills with the ability to work with large data sets and extract actionable insights.

Highly organized and detail-oriented with strong problem-solving capabilities.

Ability to thrive in a fast-paced, high-volume environment and make assertive, data-driven decisions.

Strong interpersonal skills with the ability to coordinate across multiple teams and time zones.

Mathematical proficiency and an eagerness to learn programming or automation tools is a plus.