At Symbos, we design connected experiences that bring together people, technology and insight. We’re a people-first organisation where growth is part of our DNA, and where high-performing teams are built on trust, collaboration and continuous learning.
We partner with global clients to deliver operational excellence through thoughtful, data-led solutions, creating meaningful work for our people and impact for our customers.
About The Role
We’re looking for a Senior Workforce Management Analyst to provide end-to-end support across the WFM lifecycle, from forecasting and capacity planning to scheduling, real-time management and reporting.
This role plays a key part in strengthening WFM capability across the business, driving standards, improving processes and ensuring consistent, high-quality delivery across programs.
What You’ll Do
WFM Operations & Delivery
- Support forecasting, scheduling, real-time monitoring and reporting across multiple programs
- Step in across WFM streams during peak periods or gaps to ensure continuity
- Investigate service level gaps, forecast variances and scheduling inefficiencies, and implement improvements
Capacity Planning & Workforce Strategy
- Build and manage short, medium and long-term capacity plans
- Develop supply and demand models to support hiring, training and business growth
- Translate workforce insights into actionable resourcing recommendations
Process Improvement & Standards
- Design and maintain WFM standards, templates and playbooks
- Lead process improvement initiatives to drive efficiency and accuracy
- Support the rollout of tools, automation and scalable solutions
Reporting & Insights
- Deliver regular reporting and insight packs for operations and leadership
- Identify trends and provide clear, data-led recommendations
Stakeholder Engagement
- Partner with Operations and Workforce leaders to align on planning and performance
- Support cross-functional initiatives and contribute to broader business discussions
What We’re Looking For
- 3–5 years of WFM experience within a BPO or contact centre environment
- Strong end-to-end exposure across forecasting, capacity planning, scheduling, real-time or reporting
- Experience in capacity planning and supply/demand modelling
- Strong Excel capability (advanced formulas, pivot tables, modelling); Power BI or Power Query is a plus
- Experience with WFM tools such as NICE, Genesys, IEX, Verint or similar
- Strong analytical mindset with attention to detail
- Ability to translate data into clear, actionable insights
- Confident communicator who can influence and partner across teams
- Experience mentoring or supporting WFM peers is highly regarded
Why Join Symbos
- Be part of a high-growth, people-first organisation
- Work with global clients and diverse programs
- Opportunity to influence and shape WFM standards and capability
- Collaborative environment focused on learning and continuous improvement
If you're looking to step into a role where you can drive impact across both operations and strategy, we’d love to hear from you.
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