WFM Analyst

Company Description XtendOps is an AI-powered BPO focused on modern customer experience, blending experienced CX operations with custom AI agents and its proprietary operating system, XOOS. The company delivers faster, more consistent support across chat, email, and voice while ensuring people remain in control of the AI. XtendOps partners with clients at different stages of AI adoption, offering either AI-enhanced workflows or traditional, high-rigor BPO services. Its solutions cover the full customer journey, including Digital CX, Back Office Support, Sales Outsourcing, Compliance, and Trust & Safety. By using AI efficiencies to invest in career growth and work culture, XtendOps cultivates tenured, highly skilled agents committed to service excellence.
Role Description The WFM Analyst role at XtendOps is a full-time, remote position responsible for supporting effective workforce planning and execution across multiple customer programs. Day-to-day tasks include forecasting volume and staffing needs, creating and maintaining schedules, monitoring real-time adherence, and analyzing performance data to optimize service levels and productivity. The WFM Analyst will work with eWFM and related workforce management tools to prepare reports, dashboards, and recommendations for operations leaders. This role collaborates closely with operations, client services, and quality teams to align capacity with demand, manage intraday changes, and support continuous improvement initiatives. The WFM Analyst is expected to communicate insights clearly, troubleshoot staffing issues, and contribute to process standardization in a dynamic, data-driven environment.
Qualifications

• Candidates should possess strong analytical skills, including data interpretation, trend analysis, and problem-solving.
• Candidates should possess workforce management capabilities, such as forecasting, scheduling, and real-time monitoring.
• Candidates should possess workforce planning skills, including capacity planning and long-term staffing strategy.
• Candidates should possess experience with eWFM or similar workforce management platforms and tools.
• Candidates should possess clear and professional communication skills, with the ability to present data and recommendations to diverse stakeholders.
• Relevant experience in BPO, contact center operations, or customer experience environments is beneficial.
• Proficiency in spreadsheets, reporting tools, and basic data visualization is beneficial.
• A background in business, mathematics, statistics, operations management, or a related field is beneficial.
• Ability to work independently in a remote setting, manage multiple priorities, and adapt to changing business needs is beneficial.