Senior CWFM Analyst

Job Description: We are seeking an experienced Centralized Workforce Management Supervisor to manage and optimize our system to support global business operations. This position will collaborate with cross-functional teams to ensure efficient system operation and continuous improvement. Key Responsibilities: • Manage the daily operations and maintenance of the global Workforce Management System, ensuring system stability and reliability. • Forecast business volume for the next 3, 6, or 12 months, and plan staffing and scheduling based on the forecasted volume. • Monitor staffing status in real-time and provide feedback to the operations team as needed. • Provide daily/weekly/monthly variance analysis reports comparing forecasted vs. actual volumes and verify business volume. • Establish personnel performance measurement standards using established guidelines, allocate targets, and track performance towards attainment. • Collaborate with operations teams to forecast volume trends, staffing, and scheduling. • Work with other departments to develop Key Performance Indicators (KPIs) for organizational results and efficiencies. • Analyze business needs, develop system optimization plans, and drive implementation. • Collect user feedback, conduct system performance analysis, and propose improvements. • Participate in the design and testing of new features to ensure system functionality meets business needs. • Develop and maintain system operation procedures and documentation. Qualifications: • Full-time Bachelor’s degree or above. • Minimum of 5 years of relevant work experience, with preference for management experience in a call center. • Strong incoming volume forecasting ability and deep understanding of cyclical work preferred. • Advanced MS Excel skills required; MS Access or other database and forecasting skills preferred. • Solid knowledge of Erlang C formula and its application. • Excellent communication skills, attention to detail, and ability to multitask. • Excellent English communication skills, both spoken and written. • Global project management experience is a plus. • Familiarity with data analysis tools and technologies is a plus.