Workforce Management Analyst

Job Summary

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

Key responsibilities

• Forecast call volume and staffing needs, developing staffing plans and schedule recommendations
• Evaluate forecasting and scheduling performance while maintaining data integrity for scheduling and forecasting
• Design and maintain reports and databases tracking key service metrics, participating in forecasting and planning meetings

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 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