Sr. Workforce Management Analyst

Important Application Submission Information

In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Thursday, November 6, 2025

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Summary

The Senior Workforce Management Analyst serves in a lead capacity within the Workforce Management team to provide/support workforce schedule development, schedule implementation and ensure staffing levels coincide with call center call arrival projections. This position not only supports project/process/issues at a peer to peer level, but also engages with leadership/senior leadership to resolve staffing issues and provide guidance/recommendations on staffing best practices to best utilize/manage contact center operating budgets/spend.  The Senior Workforce Management Analyst understands how actions and results fit strategically across the company to drive success.   This position can work independently with minimal supervision, lead workforce management tasks/projects and work effectively across the organization with call center leadership to drive staffing efficiency.  Additionally, the WFM Analyst will generate reporting, analyze call trends and make staffing adjustment recommendations to management.  This position also creates/facilitates/oversees shift bids and vacation bids activities/processes.

Responsibilities:

Workforce Management Task/Project Leadership and Oversight

• Working directly with the Manager Workforce Planning and Scheduling, coordinate/lead key activities within their area of accountability.  Work activities may include but not limited to: Schedule assessments / bids, Vacation bids, Long Term Planning efforts, Forecasting and Forecasting Processes, Key Workforce Management Projects, Processes and Process redesign, Metrics and cross work function agreements, Sponsor updates

• Manages relationships with key internal clients

• Provides support and is responsible for the timely and thorough resolution of problems and issues 

Scheduling

• Work with the Call Center Managers to accurately analyze historical call volume, AHT and shrinkage to assist with new hire head count projections. 

• Analyze and interpret past and current call volume data to determine staffing needs and create accurate schedules. 

• Adjust schedules to accommodate call volume fluctuations and changing business needs.

• Works with many areas of call center operations to plan and schedule training and other offline activities. This is done in an effort to maximize utilization of call center resources and minimize impacts to customers. 

• Responsible for maintaining and configuring the WFM software. This includes all assumptions used to develop schedules and views used for short term and intraday planning. 

• Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements. Develop and provide weekly reports 

• Leads short-term planning & schedule management to ensure optimal utilization of call center resources including vacation slot management, shift coverage/swaps, optimization of breaks, lunches, training and off-line time.

Analysis and Leadership

• Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements.

• Recognizes/Interprets trends and recommends operational improvements as necessary to management on long term changes

• Develop and provide weekly reports that provide insight into the trends. Analyze data and make recommendations on possible short term solutions to minimize customer impacts

• Lead Vacation and Schedule bid processes

• Coordinate EAT team assignments

• Mentor and lead Workforce Management Analysts

Required Basic Qualifications

• Associates degree in any related field AND 3 years of related work experience

• In lieu of degree, High School/GED AND 5 years of related work experience

Desired Qualifications

• Bachelor’s degree

• 13+ years of experience with WFM Software (Aspect, Avaya, MyTime)