Workforce Planning & Analytics Analyst

About the Team:

We are looking for a Workforce Planning & Analytics Analyst who will be responsible for translating forecasted demand, staffing requirements, and business priorities into efficient schedules, workforce reports, and actionable planning recommendations.

The role:

Reporting to the Workforce Management Supervisor, this role owns the creation, publication, maintenance, and continuous improvement of schedules, as well as recurring workforce reporting and tactical planning activities. The Analyst also supports forecasting, capacity planning, staffing analysis, and process automation.

The Workforce Planning & Analytics Analyst serves as the primary technical and analytical partner to the WFM Supervisor, providing an additional level of review for workforce assumptions, reports, schedules, and planning decisions. This strengthens accuracy, continuity, and business resilience while reducing dependency on a single Workforce Management expert.

Working closely with Real-Time Analysts and Customer Experience stakeholders, this position connects future workforce plans with current operational performance and ensures that staffing strategies remain practical, accurate, and aligned with business needs.

Responsibilities:

Own the creation, validation, publication, maintenance, and continuous improvement of workforce schedules based on forecasted demand, staffing requirements, shrinkage, employee availability, and business priorities.

Manage recurring scheduling activities, including PTO coordination, shift assignments, rotations, same-day adjustments, and schedule changes, while maintaining accurate workforce records.

Analyze staffing coverage, workforce data, and operational trends to identify coverage gaps, staffing surpluses, schedule inefficiencies, service risks, and root causes.

Support the WFM Supervisor with forecasting and capacity planning by maintaining planning inputs, validating assumptions, monitoring forecast accuracy, and preparing staffing scenarios.

Build, maintain, and improve Workforce Management reports and dashboards covering staffing, scheduling, service levels, adherence, shrinkage, productivity, forecast accuracy, and capacity.

Identify and implement opportunities to simplify, standardize, and automate scheduling, reporting, planning workflows, and workforce tools while maintaining accurate documentation and quality controls.

Partner with Real-Time Analysts and Customer Experience stakeholders to incorporate operational insights into workforce plans, communicate staffing risks, and recommend practical schedule or coverage adjustments.

What You Bring

Experience in Workforce Management, workforce scheduling, workforce planning, reporting, operations analytics, or a related role.

Strong understanding of customer support or contact center workforce metrics, including service level, occupancy, adherence, shrinkage, productivity, and average handle time.

Strong proficiency in Excel or Google Sheets, including pivot tables, lookup functions, conditional formulas, data cleaning, and reporting.

Strong analytical skills with the ability to identify patterns, risks, anomalies, and inconsistencies in operational data.

Experience managing recurring processes, deadlines, and detailed scheduling or workforce requirements.

Ability to analyze staffing and operational data and translate findings into practical recommendations.

Strong written and verbal communication skills, with the ability to communicate staffing risks, constraints, and recommendations clearly to operational stakeholders.

Nice-to-Haves

Experience with Zendesk, WFM scheduling platforms, workforce planning systems, or business intelligence tools.

Experience building automated reports or dashboards.

Familiarity with SQL, Looker, Tableau, Power BI, Apps Script, macros, or reporting automation.

Experience supporting multichannel Customer Experience operations.

Exposure to forecasting, capacity planning, staffing models, or hiring-plan development.

Certifications in Workforce Management, analytics, Lean, Six Sigma, or related disciplines.

Preferred Requirements:

Analytical thinking: Uses data to understand problems and make recommendations.

Planning and organization: Manages detailed recurring processes and multiple deadlines.

Critical review: Validates assumptions and identifies inconsistencies.

Problem-solving: Investigates root causes rather than only addressing immediate symptoms.

Attention to detail: Protects scheduling, staffing, and reporting accuracy.

Communication: Explains staffing risks, constraints, and recommendations clearly.

Collaboration: Works effectively across Workforce Management, Real-Time Operations, and Customer Experience teams.

Continuous improvement: Identifies opportunities to simplify, standardize, and automate work.

Ownership: Takes responsibility for delivering accurate schedules and reports on time.

Benefits

💸 Get paid in USD

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🎄 16 fully paid Argentinean holidays

🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Paid Family leave

🕯 Compassionate Leave: 3-5 days each time the need arises

🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform

🧑‍🏫 Personalized English coach