Workforce Management Analyst

Ilir Sela started Slice with the belief that local pizzerias deserve all of the advantages of major franchises without compromising their independence. Starting with his family’s pizzerias, we now empower over tens of thousands of restaurants with the technology, services, and collective power that owners need to better serve their digitally minded customers and build lasting businesses. We’re growing and adding more talent to help fulfill this valuable mission. That’s where you come in.

 

Role Overview

The Workforce Management (WFM) Analyst is responsible for forecasting demand, building staffing plans, optimizing schedules, and driving performance visibility across the operation. This role ensures service levels are achieved while maintaining cost efficiency and productivity standards. Please note that this opportunity is offered on a contractual basis and involves second-shift work hours.

Key Responsibilities

Forecasting & Capacity Planning

• Develop short- and long-term volume forecasts using historical trends and business drivers.
• Translate forecasts into staffing requirements and hiring/backfill recommendations.
• Model shrinkage assumptions (PTO, breaks, training, meetings, attrition).

Scheduling & Real-Time Management

• Build optimized schedules aligned with demand patterns.
• Monitor real-time performance and proactively recommend intraday adjustments.
• Support floor management decisions during peak or high-risk intervals.

Performance & Productivity Analysis

• Track and report on key KPIs (Service Level, AHT, ASA, Occupancy, Adherence).
• Calculate team utilization and individual productivity metrics.
• Identify performance gaps and recommend operational improvements.

Payroll & Reporting

• Calculate working hours, night shift hours, and overtime per team.
• Prepare accurate reports for Finance and Payroll.
• Ensure alignment between workforce data and payroll records.

Cross-Functional Partnership

• Partner with Operations Managers and Leadership on capacity planning and performance strategy.
• Support budget planning and cost control initiatives.

Qualifications

• 2–4 years of experience in Workforce Management or Operations Analytics in a Contact Center environment and experience with calls, chats, SMS and emails
• Strong Excel / Google Sheets skills (advanced formulas, pivot tables).
• Experience with WFM systems and BI tools or SQL (e.g. NICE, Verint, Calabrio).
• Strong understanding of forecasting, capacity modeling, and contact center KPIs.
• Experience in high-growth or fast paced environments.
• Excellent analytical thinking and stakeholder communication skills.

The Hiring Process

You’ll find a summary of your expected interview process below and we’ll stick to this as closely as possible, but please note this may be subject to change.

• 30 minute meeting with Recruiter
• 30 minute with Hiring Manager
• Offer!

 

At Slice we are committed to fostering an inclusive, diverse, and supportive workplace. Our core values – We’re doers, Nail the basics, Better together, We’re Pan Atlantic, Build in Public and It’s a pizza Party - guide everything we do, innovate, learn and grow.

 

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