Workforce Analyst

Description

We are looking for a goal-oriented, data-driven Workforce Analyst to manage forecasting, scheduling, and real-time performance across multiple client programs. This role is critical to balancing service delivery, efficiency, and cost in a fast-paced contact center environment.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and implement WFM strategies aligned with organizational objectives across multiple business units and client programs.
• Build short- and long-term forecasts using historical data, trends, seasonality, and business inputs to accurately project volume and staffing needs.
• Develop staffing models aligned with SLA targets, shrinkage assumptions, and occupancy thresholds; support capacity planning by providing headcount recommendations to Operations and Recruiting.
• Create optimized schedules across multiple queues and programs, incorporating shifts, breaks, and coaching or meeting intervals to minimize operational disruption.
• Monitor intraday performance in real time - proactively identifying volume variances, staffing gaps, and service level risks, and coordinating with Operations to execute timely adjustments.
• Manage and track schedule adherence across multiple Operations teams; surface trends and partner with team leads to drive accountability.
• In consultation with Operations teams, own key WFM metrics including Service Level, ASA, AHT, Occupancy, and Shrinkage - tracking performance, identifying gaps, and recommending corrective action.
• Produce and distribute regular reporting (daily, weekly, and monthly) for both internal leadership and external clients across multiple accounts.
• Track daily attendance across the operation and report exceptions to the leadership team.
• Forecast monthly revenue estimates; monitor daily movement, identify variances, and present findings and recommendations to senior leadership.
• Serve as a collaborative partner to Operations leaders, aligning workforce strategies with business goals and client expectations.

Job Requirements

• 3–5+ years of Workforce Management experience in a call center or BPO environment
• Hands-on experience with WFM platforms such as NICE IEX, Verint, Aspect, Genesys, or comparable tools
• Proficiency in Microsoft Excel for data modeling and analysis; experience with Power BI or similar reporting tools strongly preferred
• Solid understanding of core WFM concepts - forecasting methodologies, scheduling optimization, adherence tracking, and real-time management
• Demonstrated ability to manage multiple programs and clients simultaneously in a high-volume, deadline-driven environment
• Strong analytical and problem-solving skills with the ability to translate data into clear, actionable recommendations
• Effective communicator - comfortable presenting findings and influencing decisions with both Operations teams and senior leadership
• Bachelor’s degree in business, Statistics, Operations, or a related field preferred; equivalent experience considered