Workforce Management Analyst

Overview:

Provides analytical and operational support to operations leadership by executing forecasting inputs, schedules, and real-time monitoring within Workforce Management (WFM) platforms. This role is responsible for data accuracy, intraday performance tracking, and timely escalation of variances that may impact staffing efficiency or service levels. The Workforce Management Analyst plays a critical role in enabling informed decisions through disciplined analysis, reporting, and operational execution.

Key Responsibilities:

• Support forecasting, scheduling, and capacity planning activities under the direction of the Workforce Manager.
• Maintain and update Workforce Management system inputs to ensure forecast and schedule accuracy.
• Monitor real-time intraday performance, including call volumes, queues, and agent adherence; escalate variances and risks to service levels.
• Execute intraday staffing adjustments as directed, including schedule changes, overtime coordination, and activity management.
• Analyze agent adherence, productivity, and utilization data; prepare insights and recommendations for review.
• Produce standard and ad-hoc reports on key metrics including service level, occupancy, shrinkage, forecast variance, and schedule adherence.
• Assist in the development of short- and long-term capacity plans by analyzing historical trends, seasonal patterns, and business inputs.
• Partner with operations, analytics, and technology teams to ensure data accuracy and consistent reporting across systems.
• Document processes, assumptions, and changes to support transparency and continuous improvement.
• Contribute to the adoption of WFM best practices and disciplined operational execution.

Qualifications

• Bachelor’s degree in Business, Analytics, Operations, or a related field preferred.
• 1–3 years of experience in Workforce Management, operations analytics, or contact center support roles.
• Hands-on experience with Workforce Management platforms such as Genesys, Verint, or comparable tools preferred.
• Demonstrated ability to analyze data, identify trends, and communicate findings clearly.
• Strong working knowledge of Microsoft Excel and reporting tools.

Knowledge and Skills

• Strong analytical and quantitative skills with attention to detail.
• Ability to interpret operational data and escalate issues effectively.
• Clear written and verbal communication skills.
• Proficiency in Excel and workforce reporting tools.
• Ability to manage multiple tasks in a fast-paced, real-time environment.
• Collaborative mindset with a focus on accuracy, reliability, and execution discipline.

Hours Required:

• Varied Schedule but must be flexible and available to work additional hours outside of this standard schedule depending on project scope.
• Requires onsite attendance, this is NOT a work from home role.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. 
• The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The usual environment is in a business office with a noise level in the work environment that is usually moderate.  
• This is an exempt position.

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable accommodation or other reasons.