Analyst, WFM Planning - Bilingual

About the role

The Planning Analyst will manage staff planning and scheduling for a contact center, ensuring efficient coverage and meeting service level agreements. This role involves forecasting demand, creating capacity plans, and adjusting schedules in real time.

Key responsibilities

• Develop forecasts, resource plans, and schedules for new programs or lines of business.
• Partner with Operations and clients to design staffing models that adapt to volume changes.
• Generate and adjust shift schedules, coordinating vacations, leaves, and absences.
• Monitor SLA, AHT, occupancy, shrinkage and other key metrics daily and weekly.
• Analyze deviations between planned and actual schedules and propose corrective actions.

Required profile

• Solid experience with forecasting, capacity planning, and scheduling tools.
• Strong analytical ability to interpret and present data.
• Excellent verbal and written communication in English (minimum B2 level).
• Understanding of contact‑center operational processes.

Required skills

• Proficiency with WFM platforms such as NICE, Genesys, or Verint.
• Advanced Excel (pivot tables, formulas, basic macros).
• Knowledge of SQL and/or Power BI for data analysis.