Workforce Project Management Analyst

About the Role – Our Customer Experience organization focuses on delivering exceptional experiences to our customers, shoppers and retailers. As part of this mission, we are seeking a detail-oriented Analyst, Workforce Project Management to drive key projects and deliverables that elevate CX efficiency, enhance cost management, and support critical decision-making. The role’s primary focus will be on workforce management readiness, capacity planning insights, enhanced forecasting, data-driven decision-making, and process automation.

About the Team –The Workforce Project Management team plays a pivotal role in ensuring the seamless operations of CX by improving readiness, supporting cost-effective planning, and driving key WFM initiatives. The team works in close collaboration with various pillars within the CX organization to optimize workforce processes, enhance transparency in cost structures, and provide sharper analytics to inform strategy.

About the Job 

This role requires a proactive and resourceful professional with a strong grasp of workforce metrics, cost management, and automation. You’ll collaborate across teams to identify gaps, optimize processes, and improve decision-making visibility. By performing audit reviews, refining data models, and driving automation initiatives, this position ensures that operational inefficiencies are minimized and strategic plans are built on a solid foundation of actionable insights.

This role is critical for establishing a robust workforce management infrastructure that supports both internal teams and BPO partners.

Key Responsibilities

• CX Readiness & Insights:
• Support major CX initiatives aimed at improving WFM readiness and capacity planning.
• Provide insights into product-related initiatives to ensure planning aligns closely with CX needs.
• Assist in CX cost budgeting, forecasting, and insightful reporting.
• BPO Invoice Audits:
• Conduct detailed reviews and audits of BPO invoices to ensure accuracy, alignment with contracts, and transparency in billing processes.
• Forecasting Improvements:
• Enhance forecasting frameworks for both internal and BPO teams to improve accuracy and agility.
• Develop workload models for peak periods and seasonal changes to mitigate capacity issues and maintain service quality.
• Data Analytics and Insights:
• Deliver comprehensive data analytics support across workforce pillars, enabling the management to make well-informed decisions.
• Craft dashboards and reports that visualize trends and identify opportunities for operational improvements.
• Process Automation:
• Lead automation initiatives to streamline manual workflows and minimize inefficiencies.
• Support the implementation of technologies that improve operational excellence and scalability.

About You

Minimum Qualifications

• Over 5 years of experience of proven experience in forecasting and capacity planning within a Workforce Management environment, managing 500+ FTE in multi-channel, matrixed, and global organizations
• You have a proven ability to develop accurate forecasts and capacity models, ensuring alignment with strategic objectives, backed by a deep understanding of advanced forecasting methodologies
• Deep knowledge of tools like Salesforce, Genesys, Verint, and other workforce analytics platforms
• You possess robust analytical and statistical skills, combined with advanced proficiency in data visualization tools such as Tableau, Power BI, or similar platforms.
• You thrive in gathering, analyzing, and presenting data to inform strategic decision-making and have expertise in crafting complex SQL queries to extract and manipulate data effectively
• You showcase flexibility in navigating ambiguity and quickly adapting to changing priorities.

Preferred Qualifications

• Experience in Workforce Management, combined with expertise in Project Management or Customer Experience operations.
• Proficiency in auditing processes, particularly around BPO invoicing and cost structures.
• Experience with process automation tools to streamline workflows and improve operational efficiencies.
• Highly collaborative and demonstrate solid management in cross-functional projects.
• Comprehension with global workforce operations and different regional nuances.

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