Workforce Management Analyst

The Workforce Management Analyst ensures service performance and capacity align with Service Level Targets and business demand. This role involves developing accurate workload forecasts, headcount plans, and capacity models to enable stable, predictable, and cost-effective service operations. The analyst monitors trends, performs variance reviews, identifies risks, and supports continual improvement initiatives, partnering with various teams to ensure operational excellence and service level adherence.

Must Have

• Develop accurate mid-to-long-term workload and capacity forecasts.
• Translate workload forecasts into actionable resource and staffing plans.
• Generate intraday forecasts to define agents needed per hour.
• Conduct capacity risk assessments and propose mitigation strategies.
• Perform post-implementation variance analysis to improve accuracy.
• Align staffing and performance plans with agreed SLAs/OLAs.
• Partner with Vendor Operations for contractual service levels and KPIs.
• Monitor shrinkage, absenteeism, and attrition trends.
• Develop and maintain real-time and historical dashboards (e.g., Power BI).
• Produce scenario (“what-if”) analyses for strategic planning.
• Ensure workforce-related data and reports adhere to data governance and ITIL frameworks.

Perks & Benefits

• Competitive salary
• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25 days of holiday

The Workforce Management Analyst ensures that service performance and capacity remain aligned with agreed Service Level Targets and business demand, contributing directly to the organization’s Service Value Chain. This role supports Capacity & Performance Management and Workforce & Talent Management practices by producing accurate workload forecasts, headcount plans, and capacity models that enable the delivery of stable, predictable, and cost-effective service operations.

The analyst performs continuous monitoring, trend analysis, and variance reviews to identify risks to service performance, contributes to Service Level Management through data-driven insights, and partners with Vendor Operations, Analytics, and Finance to support Continual Improvement initiatives and Operational Excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

Capacity & Performance Management

• Develop accurate mid-to-long-term workload and capacity forecasts, using historic performance trends and known business drivers to ensure service capacity meets demand.
• Translate workload forecasts into actionable resource and staffing plans, considering training lead times, attrition trends, handle time variability, and seasonal patterns.
• Generate intraday forecasts to define the number of agents needed per hour per forecast group
• Conduct capacity risk assessments and propose mitigation strategies to prevent service degradation.
• Perform post-implementation variance analysis to identify forecasting deviations and continuously improve accuracy.

Service Level Management

• Align staffing and performance plans with agreed SLAs/OLAs, ensuring sufficient capacity to meet service availability, response, and resolution targets.
• Partner with Vendor Operations to ensure operational performance aligns with contractual service levels and KPIs.
• Support governance reviews by providing regular reports on service level adherence, workforce utilization, and contact-to-capacity ratios.

Workforce & Talent Management

• Collaborate with internal and external service delivery teams to ensure right-sized, right-skilled staffing aligned to service demand.
• Monitor shrinkage, absenteeism, and attrition trends to identify root causes and support corrective action plans.
• Contribute to the resource onboarding and readiness process by providing data to support training and recruitment scheduling.

Measurement & Reporting

• Develop and maintain real-time and historical dashboards (e.g., Power BI) to provide visibility into forecast accuracy, utilization, adherence, and SLA performance.
• Produce scenario (“what-if”) analyses to support strategic planning and business continuity decisions.
• Generate ad-hoc operational and analytical reports to support decision-making across Workforce, Operations, and Finance.

Continual Improvement & Governance

• Articulate reasons for forecast variance and recommend changes to enhance accuracy
• Participate in Service Review Meetings, presenting capacity and performance metrics and recommending improvement actions.
• Support Continual Improvement initiatives by identifying efficiency gains, automation opportunities, or process optimizations.
• Ensure all workforce-related data and reports adhere to data governance and ITIL service measurement frameworks.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE:

• Two years workforce management, or
• One year trend analysis, or
• Other relevant industry experience
• Language skills
• Mathematical skills
• Reasoning ability