Strategic WFM Analyst
J
JobgetherWorkforce management
CanadaFull-Time
Salary not disclosed
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Job Details
- Required Skills
- PythonSQLErlangGoogle Sheets
Requirements
- Bring strong quantitative expertise and deep knowledge of Workforce Management fundamentals, including capacity modeling, Erlang, shrinkage, AHT, and SLA/ASA trade-offs.
- Demonstrate advanced proficiency with Google Sheets, SQL, or Python and work confidently with complex and imperfect datasets.
- Show business and financial judgment connecting workforce dynamics to hiring requirements, BPO costs, overtime exposure, budget implications, and service-level risk.
- Distill complex workforce analytics into concise, executive-ready one- to two-page decision memos.
- Influence Finance, Product, Operations, and senior stakeholders through data-driven recommendations, including without formal authority.
- Build governance frameworks, challenge assumptions with backtested analysis, and establish consistent planning standards across teams.
- Use independent judgment in ambiguous, fast-moving environments where data may be incomplete and priorities are complex.
- Bring a strong core WFM background with a strategic and operations-oriented focus rather than a primarily scheduling or intraday-monitoring profile.
Responsibilities
- Translate multi-line-of-business demand forecasts into monthly and quarterly capacity, headcount, staffing, and budget requirements.
- Model workforce and financial trade-offs across internal FTEs, BPO partners, overtime, bonus hours, productivity changes, and shrinkage.
- Analyze changes in demand drivers, including product launches and shifts in AI-driven automation, and quantify their impact on workforce capacity and costs.
- Partner with Finance, Product, and Operations teams to validate assumptions, establish input expectations, and align on staffing commitments.
- Prepare concise, decision-ready executive memos and Weekly Business Reviews communicating workforce insights, risks, recommendations, and required decisions.
- Conduct root-cause analyses when operational performance differs from capacity plans, identifying corrective actions and opportunities for improvement.
- Standardize capacity planning frameworks, analytical models, templates, and operating standards across multiple lines of business.
- Audit forecasting models, challenge assumptions, identify risks, and provide broader support to the centralized WFM organization.
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