Workforce Management Analyst

Role Overview

• Interpret forecasting plans to provide capacity planning and interval staffing requirements to meet forecasted volume and achieve expected service level goals, leveraging WFM software
• Build, maintain, and optimize global schedules, including coverage models, shift structures, and intraday adjustments, to ensure alignment with forecasted volumes and business priorities
• Partner with global Workforce Management peers to identify opportunities for workforce optimization, process improvement, and consistent best practices across regions and teams
• Support and maintain workforce management and telephony systems (e.g., Calabrio, Vonage), ensuring data accuracy, configuration integrity, and reliable outputs for planning and reporting
• Analyze and deliver recurring workforce and performance reporting to identify trends, risks, and improvement opportunities, translating data into clear, actionable insights that support operational and leadership decision-making
• Own analytical inputs for capacity planning by maintaining staffing and capacity models that incorporate quantitative data (e.g., volume, productivity, shrinkage) and qualitative drivers such as onboarding demand, proactive account engagement, and product or process changes
• Conduct scenario analysis to assess capacity risks, staffing tradeoffs, and operational impacts, and present clear, data-driven recommendations to leadership
• Contribute to the evaluation, adoption, and enablement of workforce tools, features, and enhancements, including automation and AI-assisted capabilities, through analysis, testing, documentation, and training support
• Collaborate cross-functionally with Success leadership, operations, and analytics partners to support workforce-related initiatives and ensure alignment with broader organizational goals
• Perform other duties as assigned to support evolving business and operational needs

Requirements

• 3 years of experience in Workforce Management, operations analytics, or a related analytical role supporting service or operations teams
• Strong analytical skills with demonstrated ability to interpret data, identify trends, and translate findings into actionable recommendations
• Advanced proficiency in Microsoft Excel, including complex formulas, data manipulation, and analysis
• Experience working with workforce management, telephony, or operational systems; familiarity with tools such as Calabrio preferred
• Ability to manage multiple priorities in a fast-paced, operational environment and make timely, data-informed decisions
• Strong written and verbal communication skills, with the ability to clearly explain analysis and recommendations to diverse stakeholders
• Familiarity with CRM platforms (e.g., Salesforce) and integrating operational data across systems
• Ability to work during U.S. dayside delayed hours (~11:00 AM–7:00 PM CST) to support global operations, including APAC

Benefits

• Competitive base salary
• Annual performance bonus
• Long-term incentives