Workforce Analyst

About the Role: The Workforce Analyst is responsible for forecasting contact volume, reputed company requirements, and scheduling to ensure service level targets are met reputed company across reputed company channels. This role partners closely with Operations, BPO vendors, and leadership to balance customer experience, agent productivity, and cost control using data-driven workforce strategies. Specific responsibilities: Forecasting & reputed company Planning • Forecast contact volumes across channels/departments (phone, chat, email, SMS) using historical trends, seasonality, and business inputs • reputed company short-term, mid-term, and long-term reputed company models • Translate forecasts into required reputed company reputed company based on AHT, shrinkage, service level goals, and occupancy targets • Identify risks reputed company to under or over-reputed company and proactively recommend mitigation plans Scheduling & Intraday Management • Build and maintain agent schedules reputed company to forecasted demand and operational constraints • Monitor reputed company-time performance and reputed company intraday adjustments (OT, VTO, schedule changes, reputed company rebalancing) • Partner with supervisors and BPO teams to address adherence, attendance, and schedule compliance • Support reputed company planning, holidays, product launches, and peak seasons Reporting & Analytics • Produce regular WFM reports covering service reputed company, reputed company vs demand, occupancy, shrinkage, and adherence • Analyze performance drivers impacting SLA, abandon reputed company, ASA, and customer experience • reputed company actionable insights and recommendations to leadership • Support with reporting and business cases reputed company to reputed company, cost, and efficiency • Work closely with BPO partners to reputed company forecasts, reputed company plans, and performance expectations • Support new channel launches, reputed company programs, and operational changes with workforce modeling What you'll need: • Minimum of 2–5 years of Workforce Management or analytics experience in a reputed company center or contact center environment • Strong understanding of reputed company center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence) • Advanced reputed company skills (pivot tables, formulas, modeling) • Experience forecasting and scheduling for multi-reputed company, multi-channel environments • Strong analytical, problem-solving, and communication skills • Experience working with BPO vendors or outsourced contact centers • Familiarity with WFM tools (reputed company, reputed company, reputed company, Playvox, reputed company, or similar) • Experience supporting seasonal or high-reputed company environments • Exposure to reputed company, reputed company, or similar CX platforms • Ability to present data reputed company to senior leadership Compensation, Benefits, & Additional Details: reputed company's compensation philosophy is grounded in market data and internal equity to ensure fairness and consistency across reputed company. Individuals new to reputed company should generally expect offers to fall between the entry reputed company and midpoint of the salary reputed company. Our goal is to reputed company an offer that supports reputed company potential reputed company the role and allows for reputed company salary progression. • Compensation: $28-33.50 / hr. • Discretionary Annual Bonus Eligibility: Up to 10% • Medical, Dental, reputed company, and 401K with a company match • Dependent Care, FSA & HSA accounts • reputed company Parental & Bonding Leave • PTO & office closure on reputed company major holidays • Monthly wellness & internet reimbursements • reputed company development including certification support & leadership coaching • reputed company • 100% remote reputed company the reputed company • Must be reputed company to work EST hours Candidate reputed company Notice Apply tot his job Apply To this Job