Workforce Management Analyst

Job Summary

Supporting a Customer Service Center remotely, the contract-to-hire Workforce Management Analyst will analyze intraday call volume and patterns, adjust staffing schedules, and provide performance reporting to ensure service level objectives are met.

Key responsibilities

• Analyze intraday and historical performance to support operational service goals
• Monitor queue activity and service levels, responding to changing conditions
• Provide regular workload and workforce reporting to leadership, recommending process improvements

Required qualifications

• Bachelor's degree or equivalent experience (4 additional years of relevant experience in lieu of degree)
• 1+ year of experience in a scheduling, forecasting, or traffic environment
• Intermediate to advanced Excel skills, including pivot tables and data analysis
• Foundational knowledge of WFM and contact center metrics
• Experience with contact center/WFM tools such as Genesys Cloud or NICE IEX/CXone