Senior Workforce Management Analyst

About the role

Join our team in Budapest to manage forecasting, cost estimation, and performance analysis for our contact center operations. You will support the Head of Workforce Management by transforming complex data into clear strategies that balance customer experience with operational efficiency.

Key facts

What you'll do

• Forecast and estimate costs throughout the turnaround lifecycle while resolving budget discrepancies.
• Analyze contact center metrics across phone, chat, email, and social media channels to track KPIs, cost per order, and cost per incident.
• Present performance reports and actionable recommendations to executive leadership.
• Contribute to Center of Excellence strategies to improve cost-effectiveness and service quality.
• Develop capacity models for live and non-live support services.
• Implement automated support workflows.

Requirements

• Bachelor degree in any field.
• Minimum of 5 years of experience as a Workforce Management Analyst, ideally within a BPO environment.
• Expertise in contact center cost models and financial calculations including AOV, GMV, and savings.
• Ability to work under pressure and make quick, accurate decisions.

Skills & tools

• Advanced MS Excel and Google Sheets.
• SQL proficiency.

Practical notes

• Benefits include MetLife life, accident, and health insurance, SZÉP-card, and Medicare health package.
• Perks include foodora PRO, meal vouchers, mental health support, office massages, and AYCM partnership.
• Professional development: In-house English lessons and LinkedIn Learning access.
• Work environment: Dog-friendly office at Mill Park in Budapest with provided equipment and extra days off.
• Social impact: Opportunities to participate in charitable initiatives supported by the company.