Workforce Management Analyst

Job Summary

Working remotely on a contract-to-hire basis, the Workforce Management Analyst II will analyze historical call data to forecast workload trends, develop staffing plans, and maintain scheduling data integrity for a Customer Service Center.

Key responsibilities

• Forecast call volume and staffing/resource needs to meet service objectives
• Develop staffing plans and schedules, continuously identifying opportunities for improvement
• Design and maintain reports tracking key service metrics and monitor schedule adherence

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 within a call center
• Advanced proficiency in Microsoft Excel, including pivot tables and data analysis techniques
• Knowledge of Workforce Management principles, including forecasting, scheduling, and contact center KPIs
• Experience with WFM/contact center platforms such as Genesys Cloud or NICE IEX/CXone