Workforce Services Analyst

Responsibilities:

• Analyze inbound call and web chat arrival patterns, seasonal trends, and agent productivity to identify optimization opportunities.
• Develop and refine forecasts for contact volumes and back-office workloads using historical data and business changes.
• Monitor forecast accuracy, adjust schedules, and track schedule adherence to maintain staffing coverage.

Requirements:

• Bachelor's degree and at least three years of related professional experience, or equivalent.
• At least two years of experience forecasting inbound contact center volumes; back-office forecasting preferred.
• Experience with workforce management software such as Amazon Connect, NICE/IEX, Aspect eWFM, Verint WFM, or Calabrio WFM.

Benefits:

• Fully remote work within the United States with equipment provided.
• Healthcare coverage, life and disability insurance, and retirement savings plan.
• Paid holidays and paid leave, plus potential eligibility for short-term and long-term incentives.

About the Role:

• This fully remote position is ideal for an analytical professional who enjoys solving complex scheduling challenges.
• You will work closely with operational teams to balance staffing availability, workload demands, and service-level expectations.