Workforce Analyst

WE ARE HIRING!

Job Title: Workforce Analyst

Company: ALL TALENTZ LLC

Location: Lagos, Nigeria/Remote

Employment Type: Full-Time

Position Summary

The Workforce Analyst owns workforce planning and staffing coverage for our 24/7

answering service. This includes forecasting call volume by hourly interval, creating

schedules, reviewing PTO requests, and adjusting coverage as needs change. This person

is responsible for keeping staffing aligned with call demand while supporting service goals

and controlling labor costs.

Key Responsibilities

• Hourly forecasting: Forecast call volume and staffing needs for each hour using

historical trends, client activity, holidays, and seasonal changes.

• Schedule creation: Build and maintain agent schedules across all shifts. Plan

breaks, lunches, training, and meetings around expected call demand.

• PTO review: Own the central PTO calendar. Review requests against staffing needs,

available PTO balances, and daily limits. Work with management to approve or

decline requests within company policy and bring exceptions to the Senior Manager

or Director.

• Daily coverage: Monitor actual call volume and staffing by hourly interval. Identify

gaps early and coordinate schedule changes, additional coverage, or overtime

within approved guidelines.

• Schedule accuracy: Keep one central, current schedule showing approved PTO,

callouts, shift swaps, and coverage changes.

• Performance tracking: Compare forecasted volume with actual results. Track

service levels, staffing gaps, schedule adherence, and overtime to improve future

plans.

• Communication: Give managers clear updates on coverage risks, required

changes, and unresolved staffing needs.

Ownership and Accountability

This role fully owns the workforce planning process from forecast through final coverage.

The Workforce Analyst follows through on staffing gaps, confirms changes are reflected in

the schedule, and escalates unresolved issues before service is affected. Managers

support execution, while the Workforce Analyst remains accountable for the overall

staffing plan.

Qualifications

• Experience in call center workforce planning, forecasting, or scheduling.

• Strong Excel or Google Sheets skills and comfort working with call data.

• Understanding of hourly staffing needs, service levels, and schedule adherence.

• Strong organization, communication, and follow-through.

• Ability to make timely decisions and support a 24/7 operation.

• Working with basic tools like Excel to create these trackers.

Success in This Role

Accurate hourly forecasts, schedules published on time, timely and consistent PTO

decisions, fewer uncovered intervals, controlled overtime, and staffing that supports

service goals. Work to reduce the abandonment rate and increase the service level on all

pipelines.

● Interested and qualified candidates should send their updated CV to:

(recruitment@alltalentz.com)

● Subject: Application – Workforce Analyst

● Only candidates who meet the stated requirements will be considered.