Workforce Analyst

Job Summary

Optimizing workforce performance in a remote environment, the full-time Workforce Analyst will manage forecasting, scheduling, and real-time optimization of the Contact Center while leveraging data analytics and emerging technologies to drive continuous improvement.

Key responsibilities

• Develop and maintain short- and long-term workforce forecasts to ensure appropriate staffing levels
• Create and manage strategic schedules that balance service levels and employee experience
• Analyze workforce performance trends and provide actionable insights through meaningful reporting

Required qualifications

• High School diploma or equivalent experience
• 2+ years of experience in workforce management or contact center operations
• Experience with forecasting, scheduling, and real-time workforce management
• Advanced proficiency in Excel or similar tools for data analysis and reporting
• Familiarity with NICE CXone or similar workforce management platforms is preferred