Workforce Analyst

New

Skills

Analytics Excel Forecasting Scheduling

Job Overview

As a Workforce Analyst, you will be responsible for forecasting contact volumes across multiple channels and developing staffing models to ensure adequate coverage.

Responsibilities
  • Forecast contact volumes across phone, chat, email, SMS channels using historical trends
  • Develop short-, mid-, and long-term staffing models
  • Translate forecasts into staffing levels based on AHT, shrinkage, service levels, and occupancy
  • Identify under/over-staffing risks and recommend mitigations
  • Build and maintain agent schedules aligned to forecasted demand
  • Monitor real-time performance and make intraday adjustments
Requirements & Qualifications
  • 2–5 years of Workforce Management or analytics experience in a call center
  • Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
  • Advanced Excel skills (pivot tables, formulas, modeling)
  • Experience forecasting and scheduling for multi-skill, multi-channel environments
  • Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar)
  • Must be able to work EST hours

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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