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Job description
The Senior Workforce Management Analyst will play a critical role in building and scaling Workforce Management capabilities from the ground for WES' Customer Service function. This individual will own forecasting, capacity planning, and headcount modeling across three tiers of customer support and multiple contact channels.
Design, build, and maintain contact volume forecasts from scratch across three levels of support. Forecast demand across multiple channels, including voice, email, chat, and social, accounting for seasonality, business drivers, and growth.
This role is a strategic partner to Customer Service leadership, will influence near-and long-term staffing decisions, BPO budgeting, and operational performance.
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Company
Education • Nonprofit
World Education Services (WES), established in 1974, is a non-profit social enterprise dedicated to advancing the educational, economic, and social inclusion of immigrants, refugees, and international students. The organization evaluates academic credentials, offers consulting and college admissions support, and facilitates study abroad opportunities, while also influencing immigration policy and higher-education initiatives. WES partners with a broad network of educational institutions, advocacy groups, and philanthropic partners to design programs that promote systemic change. Its unique blend of credential evaluation, policy advocacy, and hands-on program design positions WES as a leading catalyst for inclusive higher-education pathways.