Workforce Analyst

Key Responsibilities

• Lead the Workforce Management team responsible for forecasting, capacity planning, scheduling, and real-time monitoring, ensuring service level, occupancy, and productivity targets are consistently achieved.
• Develop and maintain short-, mid-, and long-range staffing plans that convert workload forecasts into net FTE requirements using AHT, shrinkage, occupancy, attrition, and multi-skill routing assumptions.
• Analyze historical volume, seasonality, and business drivers to produce statistically sound demand forecasts at interval, daily, weekly, monthly, and annual horizons.
• Own forecast accuracy governance, including variance and bias analysis, assumption tracking, and continuous recalibration of models.
• Direct schedule design, publication, and change management to maximize coverage and adherence while balancing employee experience and policy constraints.
• Oversee intraday management playbooks — reforecasting, skilling changes, queue and routing adjustments, overtime/undertime, and backlog recovery — to protect service commitments during volume spikes and unplanned events.
• Partner with operations, recruiting, training, and finance to align hiring, ramp timing, backfill, and cross-training plans with capacity requirements and budgeted headcount.
• Monitor and report workforce KPIs (service level, ASA, abandonment, adherence, utilization, forecast accuracy, shrinkage, cost per unit of work) and translate them into actionable recommendations.
• Prepare and deliver executive-level reports, dashboards, and briefings covering workforce performance, staffing risk, and mitigation recommendations.
• Lead workforce planning for surge events, special projects, seasonal peaks, transitions, and contingency scenarios through scenario and "what-if" modeling.
• Drive process improvement and standardization of WFM practices, methodologies, and tool utilization across supported lines of business.
• Ensure compliance with applicable labor regulations, timekeeping requirements, contract terms, workplace policies, and company standards.
• Provide coaching, performance feedback, goal setting, and development planning for team members to build bench strength and engagement.

Required Qualifications

• Bachelor's degree in business management, human resources, operations, analytics, or a related field.
• Minimum of 4 years of management or team leadership experience in workforce planning, service delivery, or operations management.
• Demonstrated expertise in workload forecasting, capacity modeling, scheduling, and quantitative data analysis.
• Hands-on proficiency with enterprise workforce management platforms and reporting/BI tools.
• Proven record of monitoring and achieving KPI commitments tied to service level, efficiency, and productivity.
• Excellent written and verbal communication skills, including the ability to present staffing analysis and recommendations to senior leadership.
• Strong leadership and organizational skills with the ability to manage cross-functional relationships across operations, HR, recruiting, and finance.
• Candidates must be US citizens and will be required to undergo a background investigation in order to gain access to sensitive or classified information.

Preferred Qualifications

• Certified Workforce Planning Professional (CWPP), or comparable WFM/workforce planning certification.
• Experience with workforce optimization suites such as NICE, Verint, Kronos/UKG, Genesys, Aspect, or equivalent.
• Experience leading workforce strategies in a dynamic, high-volume, fast-paced service environment.
• Experience supporting government or other highly regulated contract environments with defined service level agreements and staffing deliverables.
• Working knowledge of Erlang-based staffing models, scenario planning, and advanced Excel/SQL or comparable analytics tooling.
• Knowledge of best practices in time management, team engagement, and resource allocation.