Workforce Management & Data Analyst - Remote

Overview

The Workforce Management (WFM) Analyst is responsible for scheduling staff, monitoring adherence, analyzing call volume trends, and optimizing intraday workforce adjustments to maintain service levels in the contact center. This role collaborates closely with Contact Center leadership to ensure the efficient use of human and technological resources.

In Short

• Develop and manage workforce schedules to optimize efficiency.
• Forecast call volume trends using historical data.
• Create and maintain capacity plans to ensure appropriate staffing levels.
• Monitor real-time call volumes and agent performance.
• Track and analyze agent schedule adherence and productivity.
• Develop and maintain WFM reports on key performance indicators.
• Continuously evaluate workforce management processes for improvements.
• Leverage workforce management tools for planning and analysis.
• Conduct monthly performance reviews with leadership.
• Participate in workforce strategy meetings for long-term planning.

Requirements

• Bachelor’s degree or equivalent work experience.
• 2-5 years of experience as a WFM/intra-day analyst.
• Strong analytical and problem-solving skills.
• Advanced Excel skills and experience with Power BI.
• Knowledge of SQL preferred.
• Effective verbal and written communication skills.
• Strong organizational and time management skills.
• Flexibility to work varying shifts.
• Commitment to confidentiality and data security best practices.

Benefits

• Full medical, vision, dental, 401k matching, HSA, and FSA.
• Professional development opportunities.
• Recognition and appreciation of employee achievements.
• Flexible work arrangements.
• Positive company culture.
• Clear paths for career advancement.
• Encouragement of work-life balance.
• Employee empowerment in decision-making.
• Wellness programs promoting health.
• Strong leadership support.