Workforce Management (WFM) Analyst – (Call Center)

Job Description

Job Role- Workforce Management (WFM) Analyst – (Call Center)
Job Type- Full Time
Work Mode- Onsite
Salary- 150,000 – 200,000 Net/Month
Location- Maryland, Lagos
Job Summary
We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to ensure optimal staffing levels across our operations. The successful candidate will be responsible for forecasting workload, scheduling staff, monitoring real-time performance, and providing data-driven insights to support operational efficiency and service delivery.
Key Responsibilities
• Forecast workload and staffing requirements using historical data and trends
• Create and manage staff schedules to meet business demand
• Monitor real-time operations and make necessary adjustments to ensure service levels
• Track schedule adherence, attendance, and productivity
• Prepare WFM reports on performance, utilization, and forecast accuracy
• Collaborate with HR and Operations on hiring, training, and capacity planning
• Support peak planning and special projects as required
Requirements
• Minimum of OND / HND / B.Sc. qualification.
• 1–2 years’ experience in Workforce Management, Planning, or Operations (call center experience.
• Knowledge of Call Centre Metrics (e.g., Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage, Forecast Accuracy).
• Strong proficiency in Excel/Google Sheets.
• Ability to analyze data and present insights clearly.
• Data analysis & reporting skills, good communication skill, strong attention to detail, problem-solving ability and stakeholder management skills.
• Workforce forecasting & scheduling
• Must reside in Maryland, Lagos or nearby environs
Qualified and interested candidates should fill the google form attached below, please attach updated CV