Workforce Management Analyst

Job Summary

To support a Customer Service Center, the contract-to-hire Workforce Management Analyst will analyze call volume trends, monitor service levels, and collaborate with management to optimize staffing and improve operational performance in a remote setting.

Key responsibilities

• Analyze intraday and historical performance to support operational service goals
• Monitor queue activity and service levels, adjusting staffing based on changing forecasts
• Provide regular workload and workforce reporting to leadership with recommendations for improvements

Required qualifications

• Bachelor's degree or equivalent experience (4 additional years of relevant experience in lieu of a 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 workforce management and contact center metrics
• Experience with contact center/WFM tools such as Genesys Cloud or NICE IEX/CXone