Workforce Management Analyst

The Workforce Management Analyst will support the performance and operational excellence of our multi-site, blended contact center environment. This role will play a pivotal part in optimizing staffing models, managing workforce data, and enabling real-time and strategic decisions through advanced reporting and analytics.

Requirements

• Generate and maintain forecasts using historical data, seasonal trends, and business inputs.
• Collaborate with WFM planners to create optimized agent schedules that align with service goals and staffing budgets.
• Conduct shrinkage, occupancy, and headcount modeling to support hiring and workforce strategies.
• Identify risks and recommend actionable adjustments to meet SLAs and KPIs across multiple channels (voice, chat, email).
• Design and deliver interactive dashboards and automated reports in Power BI to track agent productivity, schedule adherence, service levels, and interval-level performance.
• Perform root-cause analysis on performance gaps (e.g., under/over staffing, absenteeism, unproductive time).
• Own the generation of daily, weekly, and monthly reporting packages for stakeholders.
• Partner with stakeholders to correlate performance trends with coaching and training outcomes.
• Responsible for the data integrity of WFM system (or comparable WFM tools) to ensure accuracy of schedules, real-time adherence, agent profiles, and reporting data.
• Maintain system configurations, troubleshoot integration issues (ACD/CRM), and liaise with IT and vendor support teams.
• Lead user onboarding, role assignments, and maintenance of system documentation and SOPs.

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Relocation Assistance