About this role

Company Description
Lumen SolutionsGroupInc. is a technology consulting Services Company based inFlorida. Weprovidea 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, EnterpriseTransformation.

Job Title: Workforce Management Analyst II
Location: 100% Remote
Duration: 6-Month Contract-to-Hire

Position Summary
The Workforce Management Analyst II is responsible for workforce forecasting, staffing analysis, capacity planning, and operational performance management within a high-volume customer service environment. This role partners with business leaders to ensure optimal staffing levels and achievement of customer service objectives.

Key Responsibilities

Analyze historical call volume, workload trends, and business drivers to develop accurate forecasts.
Perform staffing and capacity planning to ensure operational readiness.
Monitor and analyze key performance indicators including service levels, occupancy, productivity, and workforce utilization.
Conduct root cause analysis and recommend solutions to improve operational performance.
Develop reports, dashboards, and workforce insights for leadership.
Partner with business leaders to support workforce planning strategies and staffing decisions.
Utilize workforce management tools to optimize call center performance and resource allocation.
Support ad hoc workforce planning and operational analysis requests.

Required Qualifications

3+ years of Workforce Management, Workforce Analyst, or high-volume call center experience.
Advanced Microsoft Excel skills (Mandatory).
SQL experience (Mandatory).
Experience with Workforce Management tools such as Genesys Cloud or NICE (Mandatory).
Strong analytical, forecasting, and problem-solving skills.
Ability to work independently and manage multiple priorities.

Preferred Qualifications

Experience supporting large-scale contact center operations (500+ agents preferred).
Verizon or similar high-volume contact center experience.
Workforce forecasting, scheduling, and capacity planning expertise.
Bachelor''s Degree preferred (or equivalent experience).

Lumen SolutionsGroup Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.

Workforce Management Analyst II

Key skills

About this role