We’re hiring at our location in Doha

Workforce Analyst

Job Summary

We are seeking a detail-oriented and analytical Workforce Analyst to support workforce management activities within our Contact Center operations. The successful candidate will be responsible for forecasting, scheduling, real-time monitoring, and performance reporting to ensure optimal staffing levels and achievement of service level targets. The role requires strong analytical skills, advanced Excel proficiency, and experience working in a fast-paced call center environment.

Key Responsibilities

  • Develop short-term and long-term forecasts based on historical trends, call volumes, and business requirements.
  • Create and maintain staff schedules to ensure adequate coverage and operational efficiency.
  • Monitor real-time performance, including service levels, occupancy, adherence, and queue performance.
  • Identify staffing gaps and recommend corrective actions to meet operational KPIs.
  • Analyse contact centre performance metrics and provide actionable insights to management.
  • Prepare and distribute daily, weekly, and monthly workforce and operational reports.
  • Manage workforce planning activities, including staffing requirements and capacity planning.
  • Track and report key performance indicators (KPIs) such as Service Level, AHT, Occupancy, Shrinkage, and Forecast Accuracy.
  • Collaborate with Operations, Training, Quality, and HR teams to support workforce initiatives.
  • Maintain workforce management systems and ensure data accuracy.
  • Support continuous improvement initiatives to enhance productivity and customer experience.
  • Develop automated reports and dashboards using Excel and other reporting tools.

Qualification Required

Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management, or a related field.

3–5 years of experience as a Workforce Analyst, WFM Analyst, Real-Time Analyst, or similar role within a Contact Center/Call Center environment.

Experience in forecasting, scheduling, capacity planning, and real-time workforce management.

Technical Skills

  • Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, Macros, VBA preferred).
  • Experience with Workforce Management tools such as Genesys, NICE, Verint, Aspect, Calabrio, or similar.
  • Strong reporting and dashboard development skills.
  • Knowledge of workforce planning methodologies and staffing models.
Apply now

A big team is looking forward to you. Apply here!

ECCO Gulf Majorel Qatar | Human Resources | Hassan Rashid


You want to learn more about us?
Visit us on Eccogulf.