Workforce Management Analyst

Job Summary

Supporting a Customer Service Center, the contract-to-hire Workforce Management Analyst II will analyze historical data to forecast workload trends, develop staffing plans, and create schedules, working remotely with a 40-hour workweek.

Key responsibilities

• Forecast call volume and staffing/resource needs to meet service objectives
• Develop staffing plans and schedule recommendations while identifying improvement opportunities
• Maintain data integrity and generate reports tracking key service metrics

Required qualifications

• Bachelor's degree or equivalent experience (4 additional years in lieu of degree)
• 3+ years of experience in service center operations or scheduling/forecasting in a call center
• Advanced Microsoft Excel skills including pivot tables and data analysis techniques
• Knowledge of workforce management concepts such as forecasting and capacity planning
• Experience with WFM/contact center platforms like Genesys Cloud or NICE IEX/CXone