Workforce Management Analyst

Job Summary

Supporting a Customer Service Center remotely on a contract-to-hire basis, the Workforce Management Analyst will analyze historical call data, forecast workload trends, and develop staffing plans to ensure optimal service levels.

Key responsibilities

• Forecast call volume and staffing/resource needs, creating long-range and intraday forecasts
• Develop staffing plans and schedules to meet service objectives while identifying opportunities for improvement
• Maintain data integrity for scheduling and forecasting, and generate reports tracking key service metrics

Required qualifications

• Bachelor's degree or equivalent experience (4 additional years of relevant experience in lieu of a degree)
• 3+ years of experience in service center operations or scheduling/forecasting in a call center environment
• 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