WFM Analyst & Operations Research Specialist

Job SummaryWe are looking for a highly analytical and collaborative WFM Analyst to join our WorkforceManagement team. This role combines deep expertise in scheduling algorithms (e.g.,using FICO Mosel) with strong operational research capabilities to drive data-drivendecision-making and workforce optimization. The ideal candidate will be proficient in SQL,Excel, and Python (or similar languages), and have experience coordinatingcross-functional projects.Key Responsibilities:● Design, implement, and optimize scheduling algorithms using languages like FICOMosel to meet service level and efficiency goals.● Apply operational research techniques such as linear programming, integerprogramming, simulation, and queuing theory to solve complex workforce andoperational challenges.● Develop and maintain automated scheduling models and decision-support tools.● Analyze large datasets using SQL and Excel to monitor and improve generated outputand processes.● Collaborate with stakeholders to coordinate and lead projects related to workforceoptimization and operational efficiency.● Translate business problems into mathematical models and present actionable insightsinto leadership.● Continuously improve scheduling processes through innovation and automation.Required Skills & Qualifications:● Proven experience with scheduling/optimization algorithms (e.g., Mosel or similar tools),either in a professional environment or applied during academic studies● Strong foundation in Operations Research methodologies (linear programming, integerprogramming, simulation, queuing theory)● Advanced SQL and Excel for data analysis● Programming in Python, R, or similar● Ability to translate business problems into mathematical models● Strong analytical and problem-solving skills● Good communication and teamwork● Ability to work independently and manage multiple prioritiesPreferred Qualifications:● Experience in project coordination and cross-functional collaboration● Experience in contact center / customer service environments● Familiarity with WFM tools (Verint, NICE, Genesys)● Experience with simulation tools (AnyLogic, Simul8) or optimization solvers (CPLEX,Gurobi)● Knowledge of forecasting and real-time adherence tools● Degree in Applied Mathematics / Operations ResearchEducation and Specific Training:• Bachelor’s degree in Computer Science, Engineering (Electrical, Electronics,Communications), Statistics, Mathematics, Physics, Geophysics, or a related field froman accredited Faculty of Science, Engineering, or Political Science