Workforce Management Analyst

Job Summary

Supporting a Customer Service Center, the contract-to-hire Workforce Management Analyst II will analyze historical call data to forecast workload trends, develop staffing plans, and create schedules, all while working remotely with a full-time commitment.

Key responsibilities

• Forecast call volume and staffing/resource needs to meet service objectives
• Develop staffing plans and schedule recommendations, continuously improving capacity plans
• Maintain data integrity and design reports to track key service metrics

Required qualifications

• Bachelor's degree or equivalent experience (4 additional years in lieu of a degree)
• 3+ years of experience in service center operations or scheduling/forecasting within a call center
• Advanced proficiency in Microsoft Excel, including pivot tables and data analysis techniques
• Knowledge of workforce management principles, including forecasting and scheduling
• Experience with WFM/contact center platforms such as Genesys Cloud or NICE IEX/CXone