Workforce Management Analyst

About the role

This is a new position driven by organizational growth, reflecting the increasing demand for Crisis Connections’ life-saving services. As our impact expands, so does our need for strong workforce planning to ensure help is always available when people reach out in moments of physical, emotional, and financial crisis.

Responsibilities

• Forecast contact volume using historical data and real-time trends
• Build and maintain staffing plans and schedules to ensure reliable coverage
• Maintain monitoring queues, service levels, and agent adherence throughout the day
• Make real-time, intraday adjustments to respond to spikes in demand or emergencies
• Support surge staffing and contingency planning during high-volume or crisis events
• Analyze performance metrics and identify trends, gaps, and opportunities
• Produce regular and ad-hoc reports for operations and clinical leadership
• Collaborate closely with operations and clinical teams to align staffing with service goals
• Help balance service level targets with staff well-being and sustainable workloads

Requirements

• Experience in a contact center environment (inbound and/or outbound)
• 2–3 years of workforce management experience, especially in forecasting or scheduling
• Strong Excel skills and comfort working with data and reports
• Experience with Business Intelligence software (Power BI/Tableau)
• Familiarity with workforce management or contact center scheduling tools
• Ability to stay calm, adaptable, and collaborative in fast-changing situations
• Experience with tools such as NICE/IEX, Five9, Genesys, Blue Pumpkin, or similar platforms is a plus but not required.

Qualifications

• Washington residency required
• Full-time position
• Hybrid schedule in Seattle, WA
• Salary range: $68,344 – $75,938
• Shift: Swing shift (4:00 PM–12:00 AM) through August, transitioning to overnight (12:00 AM–8:00 AM) thereafter.

Skills

• Experience in a contact center environment (inbound and/or outbound)
• Workforce management experience, especially in forecasting or scheduling
• Strong Excel skills and comfort working with data and reports
• Experience with Business Intelligence software (Power BI/Tableau)
• Familiarity with workforce management or contact center scheduling tools
• Ability to stay calm, adaptable, and collaborative in fast-changing situations
• Experience with tools such as NICE/IEX, Five9, Genesys, Blue Pumpkin, or similar platforms

Benefits

• 100% employer-paid medical, dental, and vision coverage
• Generous paid time off and 12 paid holidays
• ORCA transit pass discount and free parking
• Retailer and flexible spending accounts
• Short-term and long-term disability options

Pay

• $68,344 – $75,938

Schedule

• Swing shift (4:00 PM–12:00 AM) through August, transitioning to overnight (12:00 AM–8:00 AM) thereafter.