Workforce Planning Analyst

About the role

Keen is a service provider that partners with global brands across digital marketing, creative, customer experience, and sales. They're looking for a Workforce Planning Analyst to own workforce forecasting, capacity planning, scheduling, and reporting across client programmes. This role involves working closely with various teams to ensure programmes are staffed and prepared for growth.

What you'll do

• Build forecasts based on contact volumes and service levels.
• Develop staffing models to identify workforce requirements and risks.
• Create schedules balancing client coverage and workforce availability.
• Calculate shrinkage and account for leave and absenteeism.
• Translate client growth plans into staffing and recruitment needs.
• Build and maintain workforce dashboards and reports.
• Analyse forecast performance and improve future planning.
• Partner with teams to align workforce plans with business needs.

Requirements

• 4+ years of hands-on WFM experience in a BPO or contact centre.
• Proven experience in forecasting, scheduling, and capacity planning.
• Experience supporting multiple channels and international clients.
• Strong Excel or Google Sheets skills.
• Strong analytical and communication skills.
• Ability to work independently and build processes.

Benefits

• Collaborative team with growth opportunities.
• Ongoing learning and career development.
• Annual Professional Development Budget.
• Birthday Leave.
• Competitive Base Salary.
• Medical Insurance.
• Attendance & Timeliness Bonus.
• Transport Allowance.
• Monthly Performance Bonus.