Analyst - Workforce Services

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Analyst – Workforce Services based in the United States.

We are seeking a detail-oriented Workforce Services Analyst to optimize contact center performance through workforce planning, forecasting, scheduling, and data-driven analysis. In this role, you will analyze inbound call and web chat volumes, monitor agent productivity, and develop staffing strategies that support service levels and operational efficiency. You will use historical trends, seasonality patterns, and real-time performance data to anticipate workforce needs and respond effectively to changing business demands. Working closely with operational teams, you will help ensure appropriate staffing coverage, accurate schedule adherence, and efficient workload management. Your insights will support informed decision-making, improve customer experience, and strengthen overall contact center performance. This fully remote opportunity is ideal for an analytical professional who enjoys solving complex scheduling challenges and translating workforce data into actionable recommendations.

Accountabilities

Analyze inbound call and web chat arrival patterns, seasonal trends, contact volumes, agent productivity, and contact center performance to identify operational trends and workforce optimization opportunities.
Develop, maintain, and refine forecasts for inbound contact volumes and back-office workloads using historical data, seasonality, anticipated business changes, and operational requirements.
Monitor forecast accuracy, investigate variances between projected and actual workloads, and adjust forecasts to maintain appropriate staffing levels and meet service objectives.
Analyze staffing requirements and determine agent work schedules, training schedules, and workforce allocation plans to support operational efficiency and service-level targets.
Maintain and validate production data, staffing plans, scheduled hours, and workforce records to ensure accuracy and consistency.
Monitor agent attendance, identify absences and late arrivals, assess their impact on staffing coverage, and make appropriate adjustments in workforce management systems.
Track and manage schedule adherence, monitoring real-time and intraday activities to identify staffing gaps, address deviations, and support operational performance goals.
Develop and maintain ad hoc reports, dashboards, and analytical summaries covering agent scheduling, call and web chat volumes, agent performance metrics, and workforce utilization.
Maintain historical workforce and agent performance metrics to support trend analysis, reporting, forecasting, and long-term operational planning.
Use workforce management platforms to support forecasting, scheduling, real-time monitoring, attendance tracking, and performance reporting.
Communicate workforce insights, scheduling updates, and operational recommendations to relevant stakeholders to support timely and informed decision-making.
Identify opportunities to improve workforce planning processes, optimize resource allocation, and enhance service delivery through data-driven analysis.
Collaborate with operational teams to balance staffing availability, workload demands, service-level expectations, and processing turnaround targets.
Requirements
Bachelor's degree in a relevant field and at least three years of related professional experience, or an equivalent combination of education and experience.
At least two years of experience forecasting inbound contact center volumes, with experience forecasting back-office workloads preferred.
Experience with workforce management software, preferably Amazon Connect, NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM, or comparable platforms.
Working knowledge of workforce management processes, including volume forecasting, staff scheduling, real-time monitoring, intraday adjustments, and performance reporting.
Strong analytical skills, with the ability to interpret historical data, identify seasonality patterns, assess performance trends, investigate forecast variances, and develop actionable recommendations.
Experience analyzing call center or web chat volumes, agent productivity, attendance, schedule adherence, and staffing requirements.
Proficiency in preparing routine and ad hoc reports, maintaining historical performance metrics, and presenting workforce insights to support operational decisions.
Strong attention to detail and a commitment to maintaining accurate workforce data, schedules, staffing plans, and performance records.
Excellent organizational and time-management skills, with the ability to manage competing priorities and respond effectively to changing operational demands.
Strong written and verbal communication skills, with the ability to communicate scheduling changes, analytical findings, and workforce recommendations clearly.
Demonstrated problem-solving skills and the ability to make timely, data-informed decisions to address staffing gaps and operational challenges.
Ability to work independently in a remote environment while collaborating effectively with operational stakeholders.
Must be a U.S. citizen and able to pass a federal background check.
Must have a private, suitable home workspace and a reliable power supply.
Must have an internet connection with a minimum download speed of 25 Mbps, or 50 Mbps for shared connectivity, and an upload speed of at least 5 Mbps.
Must have a hard-wired Ethernet connection to the home router using a Category 5 or 6 cable.
Work equipment will be provided, subject to the applicable remote-work and technical requirements.
Benefits
Annual salary: $66,200.
Fully remote work: The flexibility to work from home within the United States.
Equipment provided: Work equipment supplied, subject to applicable remote-work requirements.
Healthcare coverage: Access to health insurance benefits.
Insurance protection: Life and disability insurance coverage.
Retirement savings: Access to a retirement savings plan.
Paid time off: Paid holidays and paid leave.
Additional compensation opportunities: Potential eligibility for short-term and long-term incentives or program-specific awards, where applicable.
Professional development: Opportunities to strengthen expertise in workforce forecasting, contact center analytics, scheduling, and performance management.
Operational impact: The opportunity to improve staffing efficiency, support service-level objectives, and enhance the customer experience through data-driven workforce decisions.
Collaborative environment: Work with operational teams to optimize resource allocation and improve contact center performance.