Workforce Management Analyst

Trident Consulting is seeking a " Workforce Management (WFM) Analyst / Resource Planning Specialist” for one of our client in " Irwindale, CA (Onsite)” A global leader in business and technology services.

Please find additional details about the role below:

Job Title: Workforce Management (WFM) Analyst / Resource Planning Specialist

Location: Irwindale, CA (Onsite)

Type of Hire: Contract

Duration: 12 Months

Pay rate: $44/hr-$49/hr on W2 (All Inclusive)

Shift: Monday – Friday, 8:00 AM – 5:00 PM

Overview

We are seeking a skilled Workforce Management (WFM) Analyst to support daily operations through effective workforce planning, forecasting, and performance analysis. This role partners closely with Operations, Systems, and vendors to ensure optimal service delivery and operational efficiency.

Key Responsibilities

• Develop detailed workforce plans including forecasting, staffing models, and scheduling
• Analyze operational performance and provide actionable insights
• Monitor key performance drivers and recommend improvements
• Collaborate with Operations, Systems, and external vendors
• Translate data into clear explanations and business recommendations
• Ensure schedule accuracy, documentation, and adherence to assumptions
• Support real-time and intraday workforce adjustments

Day-to-Day Responsibilities

• Build and manage forecasting models and staffing plans
• Analyze trends such as call volume, AHT, and service levels
• Provide insights on operational performance and service gaps
• Partner with stakeholders to maintain service level targets
• Recommend adjustments based on real-time operational needs

Required Skills & Qualifications

• 3–5 years of experience in Workforce Management (WFM) in a contact center
• Strong knowledge of call center metrics:
• Forecast inputs (Volume, AHT, Shrinkage)
• Service Level / ASA
• Abandon Rate, Occupancy, Adherence, Backlog
• Proven ability to convert data into actionable business decisions
• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, Nested formulas, Power Query)
• Experience building staffing plans and cost vs service tradeoffs
• Strong analytical and problem-solving skills
• Ability to work in dynamic and ambiguous environments
• Excellent communication and stakeholder management skills
• High attention to detail and execution

Preferred / Desired Skills

• Experience with WFM tools:
• Aspect / Alvaria
• Genesys WFM
• NICE / IEX
• Verint / Calabrio
• Experience supporting multi-site or BPO/vendor operations
• Knowledge of multi-skill routing and queue strategy
• Familiarity with intraday management (OT, VTO, reassignments, skill adjustments)
• Experience in capacity planning for seasonal peaks or events
• Working knowledge of:
• SQL
• Power BI / Tableau
• Data modeling
• Experience creating playbooks, governance models, and automation
• Exposure to labor rules, union environments, or timekeeping systems
• Experience in mentoring/coaching teams

Education & Experience

• Bachelor’s Degree in Business, IT, or related field (preferred)
• OR equivalent combination of education, training, and experience
• Minimum 5 years of experience in workforce management, resource planning, or business planning

Additional Information

• Hands-on experience in contact center WFM is mandatory
• Role requires strong cross-functional collaboration and operational awareness

About Trident:

Trident Consulting is an award-winning IT/engineering staffing company founded in 2005 and headquartered in San Ramon, CA. We specialize in placing high-quality vetted technology and engineering professionals in contract and full-time roles. Trident's commitment is to deliver the best and brightest individuals in the industry for our clients' toughest requirements.

Some of our recent awards include

• 2022, 2021, 2020 Inc. 5000 fastest-growing private companies in America
• 2022, 2021 SF Business Times 100 fastest-growing private companies in Bay Area