Analyst - Workforce Services

• Analyze inbound call and web chat arrival patterns, seasonal trends, contact volumes, agent productivity, and contact center performance to identify operational trends and workforce optimization opportunities.
• Develop, maintain, and refine forecasts for inbound contact volumes and back-office workloads using historical data, seasonality, anticipated business changes, and operational requirements.
• Monitor forecast accuracy, investigate variances between projected and actual workloads, and adjust forecasts to maintain appropriate staffing levels and meet service objectives.
• Analyze staffing requirements and determine agent work schedules, training schedules, and workforce allocation plans to support operational efficiency and service-level targets.
• Maintain and validate production data, staffing plans, scheduled hours, and workforce records to ensure accuracy and consistency.
• Monitor agent attendance, identify absences and late arrivals, assess their impact on staffing coverage, and make appropriate adjustments in workforce management systems.
• Track and manage schedule adherence, monitoring real-time and intraday activities to identify staffing gaps, address deviations, and support operational performance goals.
• Develop and maintain ad hoc reports, dashboards, and analytical summaries covering agent scheduling, call and web chat volumes, agent performance metrics, and workforce utilization.
• Maintain historical workforce and agent performance metrics to support trend analysis, reporting, forecasting, and long-term operational planning.
• Use workforce management platforms to support forecasting, scheduling, real-time monitoring, attendance tracking, and performance reporting.
• Communicate workforce insights, scheduling updates, and operational recommendations to relevant stakeholders to support timely and informed decision-making.
• Identify opportunities to improve workforce planning processes, optimize resource allocation, and enhance service delivery through data-driven analysis.
• Collaborate with operational teams to balance staffing availability, workload demands, service-level expectations, and processing turnaround targets.

Requirements

• Bachelor's degree in a relevant field and at least three years of related professional experience, or an equivalent combination of education and experience.
• At least two years of experience forecasting inbound contact center volumes, with experience forecasting back-office workloads preferred.
• Experience with workforce management software, preferably Amazon Connect, NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM, or comparable platforms.
• Working knowledge of workforce management processes, including volume forecasting, staff scheduling, real-time monitoring, intraday adjustments, and performance reporting.
• Strong analytical skills, with the ability to interpret historical data, identify seasonality patterns, assess performance trends, investigate forecast variances, and develop actionable recommendations.
• Experience analyzing call center or web chat volumes, agent productivity, attendance, schedule adherence, and staffing requirements.
• Proficiency in preparing routine and ad hoc reports, maintaining historical performance metrics, and presenting workforce insights to support operational decisions.
• Strong attention to detail and a commitment to maintaining accurate workforce data, schedules, staffing plans, and performance records.
• Excellent organizational and time-management skills, with the ability to manage competing priorities and respond effectively to changing operational demands.
• Strong written and verbal communication skills, with the ability to communicate scheduling changes, analytical findings, and workforce recommendations clearly.
• Demonstrated problem-solving skills and the ability to make timely, data-informed decisions to address staffing gaps and operational challenges.
• Ability to work independently in a remote environment while collaborating effectively with operational stakeholders.
• Must be a U.S. citizen and able to pass a federal background check.
• Must have a private, suitable home workspace and a reliable power supply.
• Must have an internet connection with a minimum download speed of 25 Mbps, or 50 Mbps for shared connectivity, and an upload speed of at least 5 Mbps.
• Must have a hard-wired Ethernet connection to the home router using a Category 5 or 6 cable.
• Work equipment will be provided, subject to the applicable remote-work and technical requirements.

Benefits

• Annual salary: $66,200.
• Fully remote work: The flexibility to work from home within the United States.
• Equipment provided: Work equipment supplied, subject to applicable remote-work requirements.
• Healthcare coverage: Access to health insurance benefits.
• Insurance protection: Life and disability insurance coverage.
• Retirement savings: Access to a retirement savings plan.
• Paid time off: Paid holidays and paid leave.
• Additional compensation opportunities: Potential eligibility for short-term and long-term incentives or program-specific awards, where applicable.
• Professional development: Opportunities to strengthen expertise in workforce forecasting, contact center analytics, scheduling, and performance management.
• Operational impact: The opportunity to improve staffing efficiency, support service-level objectives, and enhance the customer experience through data-driven workforce decisions.
• Collaborative environment: Work with operational teams to optimize resource allocation and improve contact center performance.