Senior Workforce Management Analyst

Call Center Power is a contact center consulting and managed services firm serving enterprise clients across healthcare, insurance, and regulated industries. Our workforce management practice bridges operational and financial realities, helping clients understand their true staffing needs, costs, and the ROI of technology or automation investments.

About the Role

We are hiring a Senior Workforce Management Analyst to serve as a hands-on practitioner and client-facing advisor. This is a senior individual contributor position where you will own end-to-end analysis and be accountable for the recommendations derived from it. The role combines operational workforce management (forecasts, staffing models, capacity plans) with financial modeling (budgets, cost-to-serve analyses, business cases). You will move credibly between these domains in client meetings.

Type: Contract to Hire
Location: Remote — United States only; core hours in the Eastern or Central time zone
Travel: Occasional client travel (typically less than 10%)
Work Authorization: Must be authorized to work in the U.S. without current or future sponsorship

Responsibilities

Forecasting, Staffing & Capacity Planning

• Build and maintain short, mid, and long-range volume forecasts across voice, chat, email, and digital channels, accounting for seasonality, trend, and known business drivers.
• Develop staffing requirements and capacity plans using Erlang-based methods, incorporating shrinkage, occupancy targets, service level and abandonment objectives, and skill or line-of-business segmentation.
• Produce hiring, attrition, and training pipeline plans that reconcile required headcount to actual onboarding capacity and class timing.
• Model the staffing impact of operational changes: AHT initiatives, channel shift, self-service containment, automation and AI deflection, routing redesign, and shrinkage reduction.
• Perform forecast accuracy and plan-versus-actual variance analysis, and drive root-cause conversations with client operations leadership.

WFM Platform Execution

• Serve as the subject matter expert in enterprise WFM platforms, configuring and operating forecasting, scheduling, intraday, and reporting functions.
• Contribute to WFM platform implementations and optimizations: requirements definition, configuration design, data validation, and testing support.
• Build and refine intraday management practices: real-time monitoring, reforecasting, schedule adjustments, and escalation protocols.
• Design reporting that provides operations and executive stakeholders with a defensible view of performance, and document procedures to sustain the practice independently.

Financial Modeling & Budget Support

• Own the WFM inputs to contact center budgets and operating plans: FTE requirements, loaded labor cost, overtime and outsourcing assumptions, training and attrition cost, and seat or license demand.
• Partner with client finance teams to reconcile operational staffing models to financial plans, and explain variances in terms both operations and finance accept.
• Build scenario and sensitivity analyses showing how service level targets, shrinkage assumptions, AHT, and volume growth impact total cost to serve.

Value Creation & Business Case Development

• Build ROI and cost-to-serve business cases quantifying the operational and financial impact of proposed CCP engagements and client initiatives.
• Support pre-sales pursuits: analyze client-provided data, size the opportunity, construct baseline and future-state models, and produce quantitative sections of proposals.
• Present analysis directly to client operations executives and finance leadership, and defend the assumptions behind the model.
• Establish post-sale benefit tracking: define the measurement approach, baseline the starting point, and report realized value against the original business case.

Requirements

• Eight or more years of hands-on contact center workforce management experience.
• Demonstrated production experience with one or more enterprise WFM platforms: Verint WFM, Genesys WEM (Workforce Engagement Management), or NICE IEX. Experience across multiple platforms is strongly preferred.
• Direct experience building staffing models, volume forecasts, and capacity plans yourself—not merely consuming or reporting on plans built by others.
• Advanced Excel capability, including complex formula construction, lookup and reference functions, pivot tables, Power Query, and building maintainable multi-tab models.
• Demonstrated experience contributing WFM analysis to financial models, operating budgets, or cost-to-serve analyses.
• Experience building ROI or business case analysis and presenting it to executive or finance audiences.
• Working command of contact center metrics and their relationships: service level, ASA, abandonment, occupancy, shrinkage, AHT, adherence, and forecast accuracy.
• Ability to explain analytical conclusions clearly to non-analysts and defend unwelcome conclusions.
• Must reside in the United States, work core hours in the Eastern or Central time zone, and be authorized to work in the U.S. without current or future visa sponsorship.

Preferred Qualifications

• Consulting, professional services, or managed services experience supporting multiple concurrent clients.
• Healthcare, payer, or provider contact center experience.
• Experience modeling the workforce impact of AI, virtual agents, or self-service containment initiatives.
• Familiarity with SQL, Power BI, or comparable data and visualization tooling.

What Success Looks Like

• Within the first 90 days: Own at least one client forecasting and capacity planning workstream, establish credibility with operations and finance stakeholders, and deliver analysis that changes a decision.
• Within six months: Be a named contributor on pre-sales pursuits and a go-to resource inside CCP for business case construction.

Selection Process

Candidates who advance past initial screening will participate in a working session to discuss examples of work they personally produced. This is not a presentation exercise—expect to walk through the structure of a staffing model, forecast, capacity plan, or business case you built, including assumptions, handling of unverified inputs, recommendations, and outcomes. Sanitized or anonymized artifacts are acceptable. If you cannot share an artifact, be prepared to reconstruct the approach and reasoning in detail.