Workforce Management Analyst

Job offer

At Euro-center Prague, you'll join a diverse and dynamic team dedicated to providing exceptional support to clients worldwide. With access to state-of-the-art training, a supportive environment, and a multinational culture, this is more than just a job - it’s your chance to be a hero for those in need while building a rewarding career in the heart of Prague.

We are currently looking for an experienced Workforce Management Analyst to join our team in a Supervisor-level role within the ECA Central Team. In this position, you will take ownership of workforce planning in a dynamic 24/7 operation. This role is ideal for a data-driven professional who enjoys turning insights into action, optimizing workforce efficiency, and working closely with global teams to improve operational performance.

Key responsibilities:

• Own end-to-end Workforce Management (WFM) processes, including forecasting, capacity planning, rostering, scheduling, and real-time management.
• Develop and maintain capacity plans to ensure optimal staffing levels and alignment with business demand
• Prepare and deliver regular and ad hoc operational reports and performance dashboards
• Monitor key performance indicators (KPIs), analyze workforce performance, and provide actionable insights to optimize planning and operational efficiency
• Review forecast accuracy and continuously refine planning assumptions to improve workforce planning outcomes
• Identify performance gaps and drive continuous improvement initiatives through data-driven analysis
• Drive continuous improvement of WFM processes, tools, automation, and reporting capabilities.
• Support attendance and leave planning, workforce data accuracy, and payroll validation.
• Collaborate closely with Global Operations teams and other cross-functional stakeholders.
  
  

Required skills and experience:

• Proven Workforce Management experience, Resource Planning, or Scheduling within a 24/7 environment.
• Strong understanding of forecasting, capacity planning, scheduling, and real-time management.
• Advanced Excel skills (including complex formulas, pivot tables, data analysis, and macros).
• Experience with Power BI
• Experience with contact center and telephony systems, including reporting and configuration (Genesys is highly preferred).
• Strong analytical and reporting capabilities with the ability to translate data into actionable insights.
• Advanced English with professional fluency (spoken and written)
• Excellent organizational, communication, and stakeholder management skills with strong attention to detail.