Workforce & Queue Management Analyst

About the RoleAs a Workforce & Queue Management (WFQM) Analyst, you will be the architectural backbone of our Global Customer Support operations. Moving beyond simple monitoring, you will play a critical role in building a scalable operational foundation that balances cost efficiency with world-class service levels.
You will drive the full end-to-end WFM cycle—translating long-term capacity plans into precise weekly operational forecasts, building optimized schedules for our In-House teams, and acting as the governance auditor for our BPO Partner network. Simultaneously, you will own the technical configuration of our ticketing ecosystem (ByteHi), ensuring every user query is intelligently routed to the right agent at the right time. Key Responsibilities
1. Forecasting & Capacity Planning
- Operational Forecasting: Translate monthly long-term capacity plans into precise Weekly, Daily, and Interval-level operational forecasts for Volume and AHT across multiple Lines of Business...