Workforce Management Analyst

Company Description: Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.

Role: Workforce Management Analyst • Location: Washington, DC (Remote) • Job Type: Contract-To-Hire

About the role

We are seeking a Workforce Management Analyst to monitor call center volumes, traffic patterns, forecasts, and service levels to support optimal staffing and customer service performance.

Responsibilities

• Analyze intraday/historical call volume, trends, and service levels.
• Monitor queues and support real-time staffing adjustments.
• Prepare workforce, workload, and performance reports.
• Analyze data and provide support to senior workforce analysts.
• Identify opportunities to improve staffing, processes, and service efficiency.

Requirements

• 1+ year of Workforce Management, scheduling, forecasting, or high-volume call center experience.
• NICE or Genesys Cloud experience - Mandatory.
• Strong Excel/data analysis skills.
• Strong analytical and communication skills.
• High-volume call center experience, including telecom/Verizon, is a plus.