Workforce Management (WFM) & CCaaS Analyst

About the Role

CNA National is seeking a highly analytical, technically proficient, and solutions-oriented Workforce Management (WFM) & CCaaS Analyst to serve as the primary subject matter expert for workforce management, contact center technology, workforce planning, and operational reporting. This role is responsible for independently managing workforce forecasting, scheduling, staffing analysis, contact center systems administration, performance reporting, and ongoing optimization initiatives that support our contact center operations.

The ideal candidate combines deep workforce management expertise with strong technical aptitude and business acumen. This individual will be relied upon as a trusted resource for workforce planning, contact center technology, staffing strategy, operational analytics, and process improvement initiatives. Success in this role requires a self-directed professional who takes ownership, exercises sound judgment, identifies opportunities proactively, and consistently delivers accurate, data-driven solutions.

Location

This position is based in (old town) Scottsdale, Arizona, and follows a hybrid work schedule of four days onsite (M-Th) and one day remote (F) each week.

What You’ll Do

• Serve as the primary workforce management and contact center technology subject matter expert for the organization.
• Monitor real-time contact center performance, including service levels, call volumes, occupancy, adherence, abandon rates, and staffing coverage.
• Independently evaluate intraday staffing variances and execute workforce adjustments necessary to maintain operational performance.
• Develop and maintain short-term and long-range staffing forecasts using historical trends, business drivers, shrinkage assumptions, productivity metrics, and operational requirements.
• Create staffing models, capacity plans, workforce projections, and scheduling strategies that align staffing resources with business demand.
• Maintain accurate schedules, staffing plans, workforce updates, and workforce management configurations to support service level objectives.
• Prepare recurring and ad hoc operational reports, dashboards, scorecards, and analyses that provide meaningful insights and actionable recommendations.
• Administer and support CCaaS platforms, including IVR configurations, call routing, queue management, user administration, system configuration, and platform maintenance.
• Serve as the primary point of contact for workforce management and contact center technology issues, including troubleshooting, vendor coordination, escalation management, testing, implementation support, and resolution tracking.
• Partner with Operations, Claims, Quality, Training, IT, and external vendors to support system enhancements, process improvements, and technology initiatives.
• Identify operational inefficiencies, workforce risks, forecasting variances, scheduling opportunities, and system enhancement needs; develop and implement practical solutions.
• Lead workforce management and CCaaS optimization efforts through ongoing analysis, system enhancements, configuration improvements, and process refinement.

What We're Looking For

• 5 years of Workforce Management experience supporting a contact center environment, including direct responsibility for forecasting, scheduling, staffing analysis, reporting, workforce planning, and operational support.
• Advanced expertise in workforce management disciplines including service level, occupancy, adherence, shrinkage, abandon rate, average handle time (AHT), forecast accuracy, staffing models, capacity planning, and workload management.
• Demonstrated ability to forecast call, chat, and workload demand and convert operational requirements into staffing recommendations and schedule strategies.
• Experience administering or supporting CCaaS, telephony, and workforce management platforms such as NICE, Verint, Genesys, Five9, RingCentral, Dialpad, or similar technologies.
• Proven ability to function as the primary workforce management resource within an organization while operating with minimal oversight.
• Strong analytical capabilities with the ability to identify trends, diagnose operational challenges, evaluate workforce performance, and provide actionable, data-driven recommendations.
• Advanced proficiency in Microsoft Excel, including complex formulas, PivotTables, Power Query, lookups, and data analysis techniques. Experience with Tableau, Power BI, SQL, workforce management applications, or other reporting and visualization tools strongly preferred.
• Experience developing operational dashboards, executive reporting, workforce scorecards, staffing models, capacity plans, and performance reporting.
• Experience supporting workforce management systems and business processes, including user administration, configuration management, troubleshooting, testing, data validation, and platform optimization.
• Strong business partnership skills with the ability to influence decisions through data, challenge assumptions when appropriate, and serve as a trusted workforce management expert.
• Highly organized with exceptional attention to detail and the ability to independently manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism.
• Demonstrated initiative, accountability, and ownership mentality with a track record of identifying problems and driving solutions without requiring extensive direction.

Education

Bachelor's degree in Business Administration, Operations Management, Analytics, Information Systems, or a related field preferred. Equivalent workforce management, contact center technology, analytics, or operational support experience may be substituted for formal education.

Why Join?

At CNAN, you’ll be part of a collaborative team that values accountability, continuous improvement, and exceptional service. This role offers the opportunity to make a meaningful impact on department performance by improving staffing visibility, system reliability, operational efficiency, and the overall customer and employee experience.