Contact Center Workforce Management Analyst

About the role

The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This role helps ensure the right resources are in place to meet service level expectations.

Responsibilities

• Scheduling & Staffing Support
• Assist in creating and maintaining staff schedules based on forecasted demand
• Track and update schedule changes, time-off requests, and staffing adjustments
• Real-Time Monitoring
• Monitor daily performance against service levels and staffing plans
• Identify variances and communicate recommended adjustments to supervisors
• Reporting & Data Analysis
• Produce regular reports on schedule adherence, service levels, and performance trends
• Compare actual results to forecasts and highlight key variances
• Forecasting Support
• Aid in analyzing historical data to support volume and staffing forecasts
• Maintain data accuracy within workforce management tools
• Collaboration
• Partner with supervisors and leadership to support operational needs
• Communicate staffing risks or trends in a timely manner

Qualifications

• Required
• 2–4 years of experience in contact center operations, workforce management, or analytics
• Strong Excel skills (e.g., pivot tables, basic formulas)
• An analytical mindset with attention to detail
• PREFERRED
• Experience with workforce management tools
• Exposure to contact center scheduling or reporting
• Experience in high-volume environments

What Success Looks Like (6–12 Months)

• Produces accurate schedules and reliable reporting
• Effectively supports real-time operational needs
• Identifies trends that improve staffing efficiency

Growth Opportunities

• Senior WFM Analyst
• Capacity Planning / Forecasting roles
• Operations Strategy