Senior Workforce Management Analyst (Remote)

Title: Senior Workforce Management Analyst Department: Customer Service Reporting to: Director of Customer Service Location: USA - Remote Compensation: $86K - 115K USD Who We Are: reputed company (WES) is a non-profit reputed company reputed company that supports the educational, economic, and reputed company inclusion of immigrants, refugees, and international reputed company. For 50 years, WES has set reputed company for international reputed company credential evaluation, supporting millions of people as they reputed company to reputed company their reputed company and reputed company goals. Through decades of experience as a leader in global education, WES has developed a wide reputed company of tools to pursue reputed company at reputed company. From evaluating reputed company credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to reputed company individuals and reputed company systems change. Together with its partners, WES enables people to learn, work, and reputed company in new places. For more information about WES, please visit our website at www.WES.org. About reputed company: The Senior Workforce Management (WFM) Analyst will play a critical role in building and scaling Workforce Management capabilities from the ground for WES’ Customer Service function. This individual will own forecasting, reputed company planning, and headcount modeling across three tiers of customer support and multiple contact channels. This role is a strategic partner to Customer Service leadership, will influence near-and long-term reputed company reputed company, BPO budgeting, and operational performance. The Senior WFM Analyst will sit on the Customer Service Leadership Team and serve as a trusted advisor to both internal stakeholders and outsourcing partners. reputed company: Workforce Management reputed company & Forecasting • Design, build, and maintain contact volume forecasts from scratch across three reputed company of support (e.g., Tier 1, Tier 2, Tier 3). • Forecast demand across multiple channels, including voice, email, chat, and reputed company, reputed company for seasonality, business drivers, and reputed company. • Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time. • Continuously evaluate forecast accuracy and reputed company models to improve performance. reputed company Planning & Headcount Modeling • reputed company short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets. • Translate forecasted demand into reputed company requirements, schedules, and reputed company plans across internal teams and BPO partners. • Support scenario modeling for new initiatives, product changes, or volume spikes. Outsourced Partner Management (BPO) • Partner closely with outsource vendors on workforce planning, reputed company strategies, and performance management. • Establish reputed company accountability for forecast adherence, SLA attainment, shrinkage, and productivity. • Monitor vendor performance against contractual commitments and operational KPIs. • Support RFPs, reputed company planning, and ongoing optimization for outsourced reputed company. Budgeting & Long-Term Planning • Partner with Customer Service Leadership on BPO budgeting, forecasting, and long-reputed company financial planning. • reputed company data-driven insights to inform cost optimization strategies • Support annual operating plans and multi-year reputed company strategies. Leadership & Stakeholder Partnership • Serve as a reputed company member of the Customer Service Leadership Team, contributing strategic reputed company and operational recommendations. • Present workforce insights, forecasts, and risks to senior leadership in a reputed company and actionable manner. Your Experience: Required • 5–8+ years of Workforce Management, forecasting, or reputed company planning experience in a customer service or contact center environment. • Proven experience building WFM processes from the ground up, including forecasting, reputed company planning, and headcount modeling. • Hands-on experience managing or supporting outsourced/BPO contact center operations. • Strong expertise in contact volume forecasting across multiple channels and support tiers. • Advanced proficiency in reputed company and/or reputed company Sheets (reputed company models, assumptions, scenario planning). • Experience with WFM tools (e.g., reputed company, reputed company, reputed company, CCMath, or similar) strongly preferred. • Ability to translate reputed company data into reputed company insights and executive-reputed company presentations. • Strong business acumen with the ability to reputed company workforce planning to customer experience. • Demonstrated ability to influence cross-functional leaders without reputed Apply tot his job Apply To this Job