About the role

Overview
Job Title: Analyst I, Workforce Management (Forecasting Analyst)Department: Workforce Management (WFM)Employment Type: Full-Time
Job Summary
We are seeking a highly analytical and detail-oriented Forecasting Analyst to join our Workforce Management team. This role is responsible for developing accurate contact volume and staffing forecasts that support operational planning, scheduling, and business decision-making. The ideal candidate has strong forecasting and statistical analysis skills, experience in contact center environments, and the ability to translate data into actionable workforce strategies.
Responsibilities
Qualifications
Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred.
Experience in Workforce Management, Forecasting, or Capacity Planning within a contact center/BPO environment.
Strong understanding of call center metrics and workforce concepts such as service levels, shrinkage, occupancy, and Erlang C.
Proficiency in Excel and experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or similar tools.
Experience with SQL, Python, R, or other analytics tools is an advantage.
Strong analytical, problem-solving, and communication skills.
Ability to work in a fast-paced, data-driven environment.
Qualifications
Qualifications
Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred.
2–5 years of Workforce Management experience, preferably in Forecasting, Capacity Planning, or Workforce Analytics within a contact center/BPO environment.
Strong understanding of call center metrics and workforce concepts such as service levels, shrinkage, occupancy, and Erlang C.
Proficiency in Excel and experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or similar tools.
Experience with SQL, Python, R, or other analytics tools is an advantage.
Strong analytical, problem-solving, and communication skills.
Ability to work in a fast-paced, data-driven environment.
Originally posted on Himalayas

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Role

Technology & IT Data Analysis Excel MySQL Python SQL remote

Likely questions

Tell us about work you have done that is close to the ANALYST I, WORKFORCE MANAGEMENT role.
How would you approach your first 30 days at Qualfon?
Which of Data Analysis, Excel and MySQL have you used recently, and what did it help you achieve?
Describe a time you solved a problem without waiting to be told exactly what to do.
How do you stay organised and communicate clearly when working remotely?

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A recent example that proves your experience with Data Analysis, Excel and MySQL.
One short story with a problem, your action, and the result.
Two examples that show the strengths listed on your CV.
A clear reason why this role and company interest you.
Your availability, preferred work style, and salary expectations.

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What would success look like in the first 90 days?
What are the main problems this hire should help solve?
How does the team give feedback and measure good work?
What does a normal working week look like for this role?

Practice line

I am interested in the ANALYST I, WORKFORCE MANAGEMENT role because I can bring practical experience in Data Analysis, Excel and MySQL, learn the team quickly, and contribute to the outcomes Qualfon needs from this hire.

ANALYST I, WORKFORCE MANAGEMENT

About the role

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