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 to forecast workload trends, develop staffing plans, and ensure service level objectives are met.

Key responsibilities

• Forecast call volume and staffing/resource needs to create effective capacity plans
• Develop and maintain staffing plans and schedules aligned with service objectives
• Design and manage reports tracking key service metrics and monitor schedule adherence

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 within 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