We are looking for a WFM Analyst to join our team and support strategic capacity and staffing planning across different languages and business lines. In this role, you will analyze demand, staffing, and operational performance data to identify future workforce needs, support hiring decisions, and help ensure service level objectives are consistently met.

We are looking for someone who is analytical, highly organized, detail-oriented, and comfortable working with data, while also being able to communicate insights and recommendations.

Responsibilities

- Maintaining Long-Range Planners to determine hiring needs 6 months in advance.
- Reviewing Affiliate Partner staffing and language performance to identify and address areas of improvement.
- Completing staffing assessments.
- Providing status reports pertaining to staffing and performance.
- Filling in for other Capacity Planning Team Members, when needed.
- Attending meetings on behalf of the Capacity Planning Team.
- Responding to phone calls and email.
- Keeping WFM Team Leader and Manager advised of issues.
- Assisting with special projects and tasks.
- Working knowledge of AI-enabled tools and the ability to use them responsibly to improve efficiency, analysis, communication, and process documentation.




- Support the Quality Management System (QMS) to continually improve the Division's processes, procedures, and services; and thereby increase efficiency, productivity, effectiveness, and customer satisfaction.

Qualifications

- ?Experience in Workforce Management, Capacity Planning, Workforce Planning, Forecasting, or a related field.
- Knowledge of capacity planning principles, including staffing requirements, occupancy, shrinkage, and service-level planning.
- Advanced English communication skills
- Experience with long-range planning and assessing staffing needs across multiple languages or business lines.
- Experience using workforce management or capacity planning tools, preferably NiCE.
- Familiarity with data visualization and reporting tools.
- Intermediate to advanced knowledge level of Excel.
- Demonstrated proficiency with other Microsoft Office applications (Word and Outlook.)
- Excellent written and verbal communication skills.
- Strong analytical skills with high attention to detail.
- Creative problem-solving skills.
- Ability to work independently and multi-task.
- Ability to adapt in a changing work environment.
- Strong organizational and interpersonal skills.

📌 Workforce Management Analyst (Ciudad de México)
🏢 Human Quality
📍 Ciudad de México