Senior Associate, Workforce Management

Job Summary

Driving operational excellence, the full-time Senior Associate, Workforce Management will develop staffing forecasts, maintain coverage models, and build reporting tools to ensure teams meet demand, all while working remotely.

Key responsibilities:

• Develop, maintain, and update short-term staffing and forecasting models aligned to shifting operational needs
• Monitor workforce adherence and interval coverage, flagging risks and generating recommendations
• Build dashboards and reporting tools using Google Sheets, App Script, and Looker to support planning, hiring, and performance monitoring

Required qualifications:

• 3-5 years of experience in workforce management, analytics, or scheduling in a service or operations environment
• Hands-on experience with workforce management platforms such as Verint, Calabrio, or NICE IEX
• Familiarity with CCaaS platforms like Amazon Connect or Genesys
• Proficiency in Google Sheets or Excel, including pivot tables and time-based modeling
• Experience building dashboards in Looker, Metabase, or Google Analytics