Workforce Management (WFM) & Forecasting Analyst

Trident Consulting is seeking a "Workforce Planning & Forecasting Analyst" for one of our clients in "Irwindale, CA" A global leader in business and technology services.

Position: Workforce Planning & Forecasting Analyst

Location: Irwindale, CA

Type: Contract

Rate: $45-49/Hr

Day-to-Day Responsibilities/Workload:

This role is responsible for building workforce plans that support our day‑to‑day operations. It includes forecasting, staffing plans, schedule development, and performance analysis, with close partnership across Operations, Systems, and our vendors to keep service on track. This person is expected to understand what’s happening on the floor, explain why it’s happening, and recommend clear actions to address it.

Required Skills/Attributes:

• Hands-on WFM experience in a contact center (forecasting scheduling performance analysis)
• Strong understanding of key call center drivers and metrics: Forecast inputs (volume, AHT, shrinkage), service level/ASA, abandon rate, occupancy, adherence, backlog
• Proven ability to turn data into operational recommendations, not just reports
• Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)
• Experience producing staffing plans and explaining tradeoffs (service vs cost)
• Comfortable working with ambiguity and changing priorities (weather/events/outages/system issues)
• Strong communication skills, able to clearly explain performance drivers and provide direct, easy‑to‑understand updates
• Strong stakeholder partnership collaborating well with Operations and vendors
• High attention to detail and follow-through (schedule accuracy, assumptions, documentation)

Desired Skills/Attributes:

• Experience with WFM platforms such as: Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc.
• Experience with multi-site and/or vendor/BPO operations (and managing different shrinkage patterns)
• Experience supporting multi-skill routing and queue/skill strategy
• Knowledge of intraday management practices and real-time levers (OT, VTO, reassignments, skill changes)
• Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages, billing cycles, weather)
• SQL, Power BI/Tableau, or data modeling skills
• Experience building standard work, playbooks, governance routines, and reporting automation
• Exposure to labor rules / union environment (if relevant), timekeeping systems, and policy constraints
• Experience coaching/mentoring and driving adoption of WFM best practices

Desired Skills/Attributes:

• Education Requirement: Degree preferred; minimum 4–6 years of direct contact center WFM experience may substitute
• Minimum Years of Experience: Five or more years of experience performing resource management and/or business planning.

Trident Consulting is a premier IT staffing firm providing high-impact workforce solutions to Fortune 500 and mid-market clients. Since 2005, we've specialized in sourcing elite technology and engineering talent for contract, direct hire, and managed services roles. Our expertise spans cloud, AI/ML, cybersecurity, and data analytics, supported by a 3M candidate database and a 78% fill ratio. With a highly engaged leadership team and a reputation for delivering hard-to-fill, niche talent, we help organizations build agile, high-performing teams that drive innovation and business success. Learn more: tridentconsultinginc.com .

Some of our recent awards include:

· Trailblazer Women Award 2025 by Consulate General of India in San Francisco.

· Ranked as the #1 Women Owned Business Enterprise in the large category by ITServe.

· Received the TechServe Excellence award.

· Consistently ranked in the Inc. 5000 list of fastest-growing private companies in America.

· Recognized in the SF Business Times as one of the Largest Bay Area BIPOC/Minority-Owned Businesses in 2022.