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: 

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. Together with its partners, WES enables people to learn, work, and thrive in new places. For more information about WES, please visit our website at www.WES.org.    

 

About The Opportunity:   

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, capacity 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 staffing decisions, 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.

 

What You'll Do:

Workforce Management Strategy & Forecasting

• Design, build, and maintain contact volume forecasts from scratch across three levels of support (e.g., Tier 1, Tier 2, Tier 3).
• Forecast demand across multiple channels, including voice, email, chat, and social, accounting for seasonality, business drivers, and growth.
• Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time.
• Continuously evaluate forecast accuracy and adjust models to improve performance.

Capacity Planning & Headcount Modeling

• Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets.
• Translate forecasted demand into staffing requirements, schedules, and capacity 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, staffing strategies, and performance management.
• Establish clear accountability for forecast adherence, SLA attainment, shrinkage, and productivity.
• Monitor vendor performance against contractual commitments and operational KPIs.
• Support RFPs, ramp planning, and ongoing optimization for outsourced capacity.

Budgeting & Long-Term Planning

• Partner with Customer Service Leadership on BPO budgeting, forecasting, and long-range financial planning.
• Provide data-driven insights to inform cost optimization strategies
• Support annual operating plans and multi-year staffing strategies.

Leadership & Stakeholder Partnership

• Serve as a core member of the Customer Service Leadership Team, contributing strategic insight and operational recommendations.
• Present workforce insights, forecasts, and risks to senior leadership in a clear and actionable manner.

 

Your Experience: 

Required

• 5–8+ years of Workforce Management, forecasting, or capacity planning experience in a customer service or contact center environment.
• Proven experience building WFM processes from the ground up, including forecasting, capacity 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 Excel and/or Google Sheets (complex models, assumptions, scenario planning).
• Experience with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) strongly preferred.<