Workforce Management Analyst

Job description

Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us. Position Summary We are looking for a detail-oriented and analytical Workforce Management (WFM) Analyst to join our team in Costa Rica. In this role, you will be responsible for forecasting, scheduling, and real-time management of workforce resources to ensure optimal service levels, productivity, and operational efficiency. You will partner closely with operations and business leaders to balance staffing needs with business demand. Key Responsibilities Develop accurate short- and long-term volume forecasts based on historical data, trends, and business inputs. Create and optimize staffing schedules to meet service level agreements (SLAs) and operational targets. Monitor real-time performance, adherence, and service levels, adjusting staffing plans as needed to address intraday fluctuations. Analyze workforce data (attendance, shrinkage, occupancy, utilization) and produce regular reporting and dashboards for stakeholders. Identify trends, risks, and improvement opportunities in staffing efficiency and recommend corrective actions. Manage leave, overtime, and schedule change requests in line with workforce planning requirements. Collaborate with operations managers and supervisors to align staffing plans with business priorities. Support capacity planning exercises for new initiatives, seasonal peaks, or organizational changes. Maintain and continuously improve WFM tools, processes, and documentation. Required Qualifications: At least 2 years experience working on data analytics, scheduling and forecasting, ideally within a shared services, contact center, or operations environment. Strong analytical skills with the ability to interpret complex data sets and translate them into actionable insights. Proficiency in Microsoft Excel; experience with reporting/BI tools is a plus. Excellent organizational skills and the ability to manage multiple priorities under tight timelines. Strong communication skills in English, both written and verbal (B2 minimum, C1 desired). Ability to work effectively with cross-functional and global stakeholders. Preferred Qualifications: Hands-on experience with Genesys workforce management or contact center platforms is desirable. Experience with other WFM tools (e.g., NICE, Verint, Aspect) is also a plus. Familiarity with statistical forecasting methods and WFM best practices. What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress! Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!