Workforce Management Analyst

Join our dynamic team as a WFM Scheduler/Planner at CallTek! In this integral role, you will be responsible for forecasting, scheduling, and ensuring optimal staffing levels across our operations to meet service level agreements and drive operational efficiency.

Key Responsibilities:

• Analyze historical performance data and trends to create accurate forecasts for staffing needs.
• Develop staffing models that account for shrinkage, volume variability, and service level targets.
• Schedule Creation & Optimization
• Build and publish staff schedules that ensure adequate coverage while minimizing labor costs.
• Handle schedule changes, including time-off requests, training, meetings, and other events, to maintain operational efficiency.

Requirements

Qualifications and Requirements:

• 3–6+ years in workforce management, scheduling, or capacity planning—ideally within a call center or similar high-volume service environment
• Strong analytical and problem-solving skills, with proficiency in data analysis and forecasting.
• Proficient in Microsoft Excel and other office productivity software.
• Exceptional organizational skills and the ability to manage multiple priorities effectively.
• Excellent communication skills, both written and verbal.
• A proactive approach to managing schedules and resolving conflicts.
• Ability to work independently and collaboratively within a team.
• Willing to work on site.
• Willing to work on night shift.

Benefits

• Free one meal a day
• Emergency Loan and Other Financial Assistance Program
• Free 24-hour snacks and beverages
• Health Insurance
• Health Subsidy
• Interest-Based Clubs
• Retirement Plan/ Life Insurance
• Team Socialization Allowance
• Perfect Attendance Bonus
• Quarterly Perfect Attendance Bonus
• Year-End Performance Bonus Plan(Company discretion)
• And much more.