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 ensure optimal service coverage.

Key responsibilities

• Forecast call volume and staffing needs, developing staffing plans and schedules to meet service objectives
• Evaluate forecasting and scheduling performance, generating weekly schedules aligned with service level requirements
• Design and maintain reports and databases to track 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 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