Cs Workforce Analyst (Scheduler)

TL;DR

CS Workforce Analyst (Data Analytics): Responsible for forecasting contact volumes, calculating FTE requirements, and ensuring optimal workforce allocation in a contact center environment with an accent on analyzing data and anticipating demand fluctuations. Focus on translating data into actionable workforce plans, generating reports, and maintaining schedule accuracy to ensure service levels and operational efficiency.

Location: Onsite in Colombo, Sri Lanka

Company

hirify.global delivers first-class sports betting experiences and casino products worldwide as part of a group of B2C sports betting and B2B sportsbook technology companies.

What you will do

• Create master and daily files for employee schedules, updating the Center System with break/lunch schedules.
• Report capacity based on the planned schedule.
• Generate weekly and monthly forecasts for the Head of Workforce.
• Manage scheduling, including vacation approvals, days off requests, holiday staffing, and schedule adjustments.
• Generate and report weekly ‘Over and Under’ staffing files to Operations and stakeholders.

Requirements

• Preferably a college graduate with at least 1 year of experience in Workforce management.
• Intermediate knowledge in MS Excel or Gsheet.
• Basic knowledge in Microsoft applications or Gsuite.
• Strong English written and communication skills.
• Knowledge of contact center metrics and environment is a must.

Nice to have

• Experience in Verint and Avaya platforms is a plus.

Culture & Benefits

• Embrace diversity and equality, committed to building a team with a variety of backgrounds, skills, and views.