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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce analytics and forecasting, utilizing advanced Excel skills and workforce management tools to optimize staffing and service levels. Proven ability to analyze data trends, generate actionable insights, and collaborate effectively across teams in a dynamic environment.
Highest-signal resume keywords
Workforce AnalyticsForecastingAdvanced Excel SkillsWorkforce Management ToolsContact Center Metrics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce AnalyticsForecastingSchedulingAdvanced Excel SkillsData InterpretationTrend AnalysisOperational PlanningPerformance MonitoringCapacity ManagementProcess Improvement
Soft Skills
Analytical SkillsCommunication SkillsDetail-OrientedTime ManagementAdaptability
Tools & Technologies
NICEVerintWorkforce Management Tools
Industry Keywords
Contact Center MetricsAHTASAShrinkageSLAGlobal Services Operations
About the role
Key responsibilities & impact- Analyze historical data and trends to create short-term and long-term workload forecasts for Global Services operations
- Build and manage schedules to ensure adequate staffing coverage across multiple geographies and time zones
- Monitor service levels, occupancy, and adherence, recommending adjustments to maintain SLAs
- Generate workforce reports covering forecasts, scheduling performance, and productivity insights for regional and global leadership
- Collaborate with Global Support teams to address capacity challenges and communicate changes in workforce plans
- Use workforce management tools to manage forecast data, schedules, and performance monitoring
- Recommend improvements to workforce processes and workflows based on data findings
Requirements
What you’ll need- Bachelor’s degree in business, Analytics, Operations Management, or a related field (or equivalent professional experience)
- 2 or more years of experience in workforce analytics, forecasting, or scheduling
- Strong knowledge of contact center metrics (e.g., AHT, ASA, shrinkage)
- Advanced Excel skills, including pivot tables, VLOOKUP, conditional formatting, and basic formulas
- Familiarity with workforce management tools such as NICE and Verint
- Strong analytical skills and ability to interpret data, identify trends, and recommend solutions
- Ability to work effectively with cross-functional teams and communicate moderately complex concepts clearly
- Ability to recognize risks, build operational plans, and address issues with minimal supervision
- Proactive and detail-oriented with excellent time management skills
- Adaptability in a dynamic, fast-paced global organization
Benefits
Comp & perks- Equal employment opportunities
- Reasonable accommodations for candidates