United States onlyThe Workforce Analyst is responsible for forecasting contact volume, staffing requirements, and scheduling to ensure service level targets are met efficiently across all channels.
Requirements
- Minimum of 2–5 years of Workforce Management or analytics experience in a call center or contact center environment
- Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
- Advanced Excel skills (pivot tables, formulas, modeling)
- Experience forecasting and scheduling for multi-skill, multi-channel environments
- Strong analytical, problem-solving, and communication skills
- Experience working with BPO vendors or outsourced contact centers
- Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar)
- Experience supporting seasonal or high-growth environments
- Exposure to Zendesk, Salesforce, or similar CX platforms
- Ability to present data clearly to senior leadership
Benefits
- Medical, Dental, Vision, and 401K with a company match
- Dependent Care, FSA & HSA accounts
- Paid Parental & Bonding Leave
- PTO & office closure on all major holidays
- Monthly wellness & internet reimbursements
- Professional development including certification support & leadership coaching
- Mental Health resources
