Workforce Management Analyst, Contact Center Operations

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Workforce Management Analyst, Contact Center Operations (Onsite)
Full time, Sri Lanka
Join a dynamic and fast-paced environment where you will help drive operational excellence through workforce optimization, real-time performance management, and data-driven decision-making. This role is ideal for an analytical professional who thrives on solving staffing challenges, improving service delivery, and influencing business outcomes.
Job Responsibilities
Monitor real-time service levels, queue performance, staffing coverage, and agent adherence across all supported channels, taking proactive action to mitigate SLA risks.
Execute intraday workforce adjustments including skill assignments, staffing reallocations, and schedule optimization to meet business demand and service objectives.
Analyze workforce performance, forecast variances, and operational trends, providing actionable insights and recommendations to improve efficiency and customer experience.
Partner with Operations, Forecasting, Capacity Planning, and other stakeholders to address staffing challenges, workforce risks, and service delivery priorities.
Develop and maintain reports, dashboards, performance analyses, and business recommendations that support operational and strategic decision-making.
Support workforce management technology, process improvement initiatives, and business continuity planning to enhance operational effectiveness.
Maintain workforce documentation, administrative processes, and reporting requirements while ensuring accuracy, compliance, and timely completion of assigned tasks.
Person Profile
Minimum of 2+ years of experience in Workforce Management, Real-Time Analysis, or a similar contact center workforce planning role.
Strong knowledge of workforce management principles, forecasting, scheduling, adherence management, and contact center operations.
Experience working with workforce management systems, ACD platforms, and contact center technologies.
Advanced Microsoft Excel skills with strong analytical, reporting, and problem-solving capabilities.
Ability to interpret complex data and clearly communicate insights and recommendations to stakeholders at all levels.
Strong organizational, communication, and stakeholder management skills, with the ability to perform effectively in a fast-paced environment.
What we offer you
At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.
About us
BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.
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