Senior Workforce Management Analyst

Job Summary

To support the growth of the Customer Service function, the full-time Senior Workforce Management Analyst will be responsible for building and scaling Workforce Management capabilities, including forecasting, capacity planning, and headcount modeling, while working remotely.

Key responsibilities

• Design and maintain contact volume forecasts across multiple support tiers and channels
• Develop headcount models to align staffing with forecasted demand and service level targets
• Collaborate with outsourced partners to optimize workforce planning and performance management

Required qualifications

• 5-8+ years of experience in Workforce Management, forecasting, or capacity planning in a customer service environment
• Proven ability to build WFM processes, including forecasting and headcount modeling
• Experience managing outsourced contact center operations
• Advanced proficiency in Excel and/or Google Sheets for complex modeling
• Familiarity with WFM tools such as NICE, Verint, or Genesys