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Workforce Planning Analyst with 6+ years in Forecasting & Capacity Planning
AI is analyzing your overall score…
Identifying your key strengths…
Evaluating your skill match against the job requirements…
Assessing your cultural and operational fit
Results-driven Workforce Management (WFM) professional with over 6 years of contact center experience, progressing from Customer Service Agent (2019) to Workforce Management Analyst (2021-Present). Strong expertise in forecasting, capacity planning, scheduling, real-time monitoring, and performance analytics within high-volume contact center environments. Proven ability to improve SLA compliance, schedule adherence, and operational efficiency through data-driven decision-making. Experienced in using SQL and Excel to extract, validate, and analyze workforce and operational data for KPI reporting, forecasting, and capacity planning.
Ibrahim Badamasi Babangida University, Lapai
Bachelor of Arts (B.A.) · Mass Communication
N/A – June 30, 2018
ISON Xperiences International
FairMoney Workforce Management
November 1, 2025 – Present
India
ISON Xperiences International
Workforce Management Analyst (MTN Nigeria)
November 1, 2021 – Present
India
ISON Xperiences International
Customer Service Agent (MTN Nigeria)
November 1, 2019 – December 1, 2023
India
Cultural Fit Analysis
The candidate's career progression within the same company (ISON Xperiences International) suggests loyalty and the ability to grow within an organization. Their experience across different WFM roles (MTN Nigeria, FairMoney) indicates adaptability to various operational contexts and a broad understanding of WFM principles. The focus on data-driven decision-making and collaboration aligns well with a performance-oriented culture. The lack of diverse project experience outside of WFM within a single company might suggest a narrower exposure to different organizational cultures or methodologies.
Soft Skills & Operational Fit
The candidate demonstrates strong analytical and problem-solving skills, excellent communication, and a detail-oriented, data-driven mindset. Their experience in fast-paced, high-pressure contact center environments indicates adaptability and resilience, which are crucial for operational roles. The progression from customer service to WFM analyst shows a commitment to operational excellence and a deep understanding of contact center dynamics.