Workforce Management Analyst

Job Summary

Supporting a Customer Service Center remotely, the contract-to-hire Workforce Management Analyst II will analyze historical call data to forecast workload trends, develop staffing plans, and maintain scheduling integrity while collaborating with business leaders to ensure optimal service levels.

Key responsibilities

• Forecast call volume and staffing needs, creating schedules to meet service objectives
• Evaluate forecasting performance and generate weekly schedules aligned with service level requirements
• Design and maintain reports tracking key service metrics and monitor schedule adherence

Required qualifications

• Bachelor's degree or equivalent experience (additional 4 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 Microsoft Excel skills, 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