WFM Analyst

Overview

 

Workforce Management Analyst

 

Location: on-site in Dublin

Contract: full-time & permanent

Salary: € 36,500

Great Benefits

 

Summary

 

As a valued member of the Workforce Management (WFM) team, the WFM Analyst plays a critical role in forecasting, capacity planning, scheduling, Invoicing, Client User Management activities and delivering actionable insights to both internal and client stakeholders. The role collaborates closely with Planning, RTA, MI, Operations, Recruitment, Training, Finance, and Site Leadership to ensure resourcing requirements are met.

 

Key Responsibilities & Accountabilities

 

Workforce Planning & Forecasting

• Capacity planning — In‑depth knowledge of capacity planning and scheduling; hands‑on experience with WFM tools (Anaplan, Tableo, IEX preferred).

• Forecasting accuracy — Maintain HC reports, track trends, and produce short‑/mid‑term FTE projections aligned to client forecasts and financial outlook.

• Resource optimisation — Plan and optimise resources to drive financial efficiencies.

 

Real‑Time & Operational Alignment

• RTA/MIS coordination — Engage with RTA & MIS teams to adjust for short‑term capacity changes and review real‑time trends.

• Scenario planning — Conduct scenario planning to allocate resources effectively and support Operations with balanced shifts and rotations.

 

Reporting & Insights

• Data Extraction & Validation — Source, clean, and validate data from WFM systems (IEX, Anaplan, Agent Connect, TPS) and client platforms to ensure accuracy and reliability of all reporting outputs.

• Daily, Weekly & Monthly Reporting — Produce structured MI packs covering performance, KPIs, trends, and variances for Operations, WFM, Finance, and Client stakeholders.

• Performance Analytics — Analyse forecast accuracy, shrinkage, occupancy, adherence, SLA performance, and productivity metrics; highlight risks and opportunities.

• Trend & Variance Analysis — Identify patterns, anomalies, and root causes across operational and WFM datasets; provide actionable insights to WFM Leads and senior management.

• Capacity & FTE Modelling — Support capacity planning by modelling FTE requirements, staffing scenarios, and demand/supply impacts.

• Client Reporting Support — Prepare Internal and client‑ready MI outputs, ensuring accuracy, clarity, and alignment with contractual KPIs and governance expectations.

• Data Governance & Compliance — Maintain data integrity, version control, and compliance with internal and client reporting standards.

• Automation & Efficiency — Automate repetitive reporting tasks using Excel, SQL, Power BI, or scripting to improve efficiency and reduce manual effort.

• Cross‑Functional Collaboration — Work closely with Forecasting, Scheduling, Real‑Time, Finance, and Operations to ensure outputs support decision‑making and operational alignment.

• Stakeholder Communication — Present insights clearly to WFM Leads, Operations Managers, and Client stakeholders; translate complex data into simple, actionable recommendations.

• Issue Resolution — Investigate data discrepancies, reporting gaps, or system issues; work with IT/WFM Systems teams to resolve root causes.

 

Onboarding & Recruitment Coordination

• Recruitment alignment — Identify Recruitment POCs for background checks and onboarding processes.

• Starter‑Changer‑Leaver — Coordinate with User Management, Training, and Recruitment to manage SCL processes.

• Onboarding requests — Create onboarding requests for each wave of users.

 

Invoicing & Financial Governance

• Invoicing ownership — Act as main + backup Invoicing POC; collaborate with Account/Finance teams and support client conversations on hours/FTE delivery.

• Rate card validation — Validate rate cards and holidays in Anaplan.

• Licensing — Request licenses for invoicing POCs.

• Finance coordination — Identify and engage local Finance teams responsible for inter‑company invoices.

• Training stakeholders — Train local teams, invoicing teams, and site leadership on MBH compliance, penalties, and invoicing deadlines.

 

Site & HR Coordination

• Site leadership alignment — Identify site leads for financial access and add them to Supplier Connect.

• HR coordination — Identify HR managers for client‑related investigations and add them to Supplier Connect.

• HR/Site sync — Conduct syncs with HR POCs and Site Leads on Supplier Connect processes.

 

Attrition, Absenteeism & Compliance Reporting

• Attrition reporting — Report attrition (pre‑training, during, after) at daily/weekly/monthly/wave level.

• Absenteeism reporting — Report absenteeism across all required intervals.

• Compliance reporting — Build MBH compliance and operational reports.

 

Scheduling & Client Tool Management

• Scheduling requirements — Review scheduling requirements and heatmaps.

• Schedule creation — Create schedules aligned to client and local regulations.

• Tool uploads — Upload schedules into client tools.

 

Main Job Requirements

• WFM tool experience — Minimum 2 years using WFM tools ( IEX Preferred)

• Analytical skills — Strong analytical capability in Excel and Power BI; willingness to learn/adapt.

• Omnichannel experience — Experience supporting omnichannel environments.

 

Required Skills

• Technical proficiency — Strong analytical and technical skills.

• Microsoft Office — Proficient in Word, PowerPoint, Excel, Outlook.

• WFM software — Working knowledge of IEX and other WFM systems.

 

Competencies & Behaviours

• Customer focus

• Influential communication & Team collaboration

• Organisational skills

• Commercial awareness

• Senior‑level challenge

• Resilience

• Contract KPI awareness

 

 

You must have the right to work in Ireland for this role. We’re unable to provide visa sponsorship.