Workforce Management Analyst - Remote

Overview

VetsEZ is seeking a Workforce Management (WFM) Analyst to support a Department of Veterans Affairs (VA) contact center project. The ideal candidate will be responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure efficient staffing, optimized service levels, and overall contact center performance.

In Short

• Forecast call volumes, handle times, and staffing needs using historical data and predictive models.
• Build and maintain agent schedules across channels to ensure service level coverage.
• Monitor real-time metrics and agent adherence, making intraday staffing adjustments as needed.
• Track and report key WFM metrics including occupancy, shrinkage, and absenteeism.
• Collaborate with operations, HR, and training teams to support workforce planning and resource allocation.
• Analyze trends and recommend improvements to optimize workforce efficiency.
• Use WFM tools (e.g., NICE, Verint, Genesys, Calabrio) for forecasting, scheduling, and reporting.
• Ensure compliance with labor laws, organizational policies, and union agreements where applicable.

Requirements

• Bachelor’s degree in Business, Mathematics, Statistics, or a related field (or equivalent experience).
• 2+ years of WFM experience in a contact center environment.
• Proficient with WFM software and Microsoft Excel.
• Strong analytical, organizational, and communication skills.
• Familiarity with contact center KPIs, operations, and scheduling compliance.
• Experience with data visualization and reporting tools is a plus.

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity