Workforce Management Analyst - Forecasting, Capacity & Performance

About the Role

As a Workforce Management (WFM) Analyst at Laya Healthcare, you will play an instrumental role in optimizing workforce planning by providing insightful forecasts, capacity planning, and performance analysis. This position supports teams in Individual Sales, Corporate Services, and Outbound Retention to ensure adequate resourcing for superior customer interactions and business growth.

Key Responsibilities

• Build and maintain precise workforce forecasts for the Customer Experience departments.
• Deliver short-, medium-, and long-term forecasting, continuously enhancing forecast accuracy.
• Interpret historical data, business drivers, and campaign impacts to predict demand patterns.
• Convert forecast data into actionable workforce requirements, hiring strategies, and capacity plans.
• Develop rolling 12 to 18-month capacity plans aligned with organizational goals.
• Lead scenario modelling related to demand fluctuations, marketing campaigns, pricing adjustments, and operational challenges.
• Collaborate with Operations, HR, and Finance teams for workforce planning, budgeting, and recruitment.
• Assess forecast results, monitor productivity, and analyze utilization trends.
• Create dashboards and detailed reports to deliver actionable insights to stakeholders.
• Support intraday reforecasting and provide operational guidance during high-risk periods.
• Identify efficiencies through scheduling optimizations, cross-skilling, and workforce planning best practices.

Candidate Profile

• Minimum of 3 years experience in workforce management, forecasting, capacity planning, or a related analytical function.
• Proven track record of developing reliable forecasting and workforce planning models.
• Advanced Excel skills and familiarity with workforce management software platforms.
• Strong analytical abilities to process large datasets and extract meaningful insights.
• Experience designing performance reporting, dashboards, and offering business recommendations.
• Excellent communication skills and stakeholder engagement capabilities.
• Strong organizational skills with a problem-solving orientation.
• A data-driven mindset coupled with continuous improvement enthusiasm.
• Preferred: Prior exposure to contact center environments and workforce planning across sales and service disciplines.

Benefits and Culture

• Competitive salary package.
• Hybrid work arrangements to support work-life balance.
• Comprehensive health insurance coverage.
• Contributory pension scheme.
• Opportunities for learning, development, and career progression.
• Employee Assistance Programme for wellbeing support.
• Health and wellness initiatives.
• Engagement in social and sporting events.
• An inclusive and collaborative workplace culture valuing every contribution.

Diversity and Inclusion

Laya Healthcare is devoted to fostering an inclusive, respectful, and supportive work environment. We encourage applications from diverse backgrounds and provide reasonable accommodations during the recruitment process upon request.

How to Apply

We invite motivated professionals passionate about workforce planning and data-driven decision-making to apply and contribute to shaping workforce strategies that enhance customer experience and support business success.