WFM Analyst

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We partner with major global platforms such as Booking.com , Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes a separate fintech entity with its flagship product, PRECISION , a risk management solution, Sweden’s leading flight comparison site Flygresor.se , Tripstack , our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix , the embedded AI platform for flights. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork. Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay. The Role The WFM Analyst acts as a dedicated catalyst for operational excellence within our Customer Services WFM department. In this role, you will lead project related data initiatives, bridge the gap between "as is" manual processes and "to be" automated WFM workflows, and construct analytical models to support business evolution. The role is based in Athens and will report to the Senior WFM Manager. Responsibilities: Project Support & Data Mining Act as the primary, dedicated WFM resource for all cross-functional project data requirements, ensuring precision and timely delivery of complex datasets. Navigate, extract, and synthesize deep-level insights from Looker and Qlik Sense dashboards to drive project scoping and impact analysis. Interpret complex historical data patterns to actively assist in the design, stress-testing, and execution of strategic WFM initiatives. Automation & Process Design Proactively audit WFM workflows to identify and capture clear opportunities to automate manual tasks. Build, scale, and maintain automated trackers using Google Sheets and Microsoft Excel, utilizing advanced logic, data modeling, and scripting. Streamline recurring data collection pipelines to reduce manual intervention, eliminate bottlenecks, and accelerate departmental turnaround time. Continuous Improvement (CI) Conduct exhaustive root-cause analysis on variance between forecast and actual performance, recommending structural or procedural changes to optimize accuracy across projects. Develop dynamic "What-If" simulation models to stress-test and forecast the impact of process modifications or newly introduced automation tools. Ensure strict data integrity and a "single source of truth" across all core WFM platforms by executing routine audits and dataset reconciliations. Requirements Experience: Minimum of 3 years of progressive professional experience in Workforce Management (WFM), with a distinct focus on data analysis, forecasting optimization, or process transformation within a contact center environment. BI Tool Expertise: High proficiency in querying, navigating, and pulling structured datasets directly from BI infrastructure, specifically Looker and Qlik Sense. Advanced Spreadsheet Skills: Expert-level mastery of Google Sheets and Microsoft Excel. Automation Mindset: Proven capability in building scalable data pipelines beyond spreadsheets. Mastery of SQL to query data warehouses directly (e.g., Looker’s underlying layer), scripting via Python or Google Apps Script, and deploying advanced workflow/RPA layers like Power Automate, Power Query, Zapier, or Make Analytical Thinking: Superb analytical and problem-solving capabilities; the distinct ability to look at disparate data points, decode them, and translate them into broader business strategies. Collaboration & Communication: Outstanding interpersonal and communication skills. Comfortable partnering closely with cross-functional leadership to translate high-level strategic project goals into tangible data tasks.