WORKFORCE ANALYST

Position Description

Job Summary

This document outlines the framework for establishing a structured Workforce Management (WFM) function within the call center. The objective is to ensure accurate forecasting, efficient scheduling, real time adherence monitoring, and data driven decision making to meet service level agreements (SLAs) and operational targets.

The WFM setup will optimize staffing, improve productivity, manage shrinkage, and support consistent customer experience through defined processes, tools, and accountability.

Job Responsibilities

• Forecasting & Capacity Planning
• Develop short and long term forecasts.
• Calculate shrinkage and staffing requirements.
• Manage leave planning and overtime allocation.
• Ensure adherence to labor policies and fairness.
• Create optimized schedules aligned with forecasted demand.
• Track KPIs (Service Level, ASA, AHT, Occupancy, Shrinkage, Adherence).
• Implement/configure WFM software.
• Ensure integration with telephony and CRM systems.
• Maintain data accuracy and system reliability.
• Develop SOPs and WFM guidelines.
• Conduct training for WFM team and Operations leaders.
  
  

Skills

• Advanced Excel and WFM tool proficiency.
• Strong analytical and data interpretation skills.
• Deep understanding of call center KPIs and Erlang principles.
• Leadership and stakeholder management skills.
• Strong communication and decision making ability
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

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