Workforce Management Analyst

Job Title: Workforce Management Analyst
Location: Remote within US or Canada
Reports To: Senior Product Manager, Business Systems 

Position Summary:
We are hiring a data-driven, highly organized Workforce Management Analyst to support real-time operations, scheduling, and performance reporting across our call center teams. In this role, you will play a key part in analyzing operational trends, developing data-driven insights, and aligning workforce strategies with business goals. Your work will focus on optimizing staffing, improving service levels, and driving employee engagement through both day-to-day operational support and long-term planning.
 

Key Responsibilities:
 

Real-Time Operations 

• Monitor live call volume, service levels, and agent availability using WFM tools and dashboards
• Take intraday actions to prevent SLA breaches (e.g., rescheduling breaks, calling AHOD)
• Provide actionable insights to call center management and senior leadership to address performance gaps or service disruptions
  

Scheduling & Planning 

• Own short- and long-term scheduling including shift planning, PTO tracking, and shift bids
• Support forecast updates and re-casts based on performance data and business needs
• Manage shift bid processes, ensuring alignment with business objectives and workforce optimization
  

Reporting & Insights 

• Develop and generate operational reports on staffing, adherence, shrinkage, and service levels
• Analyze trends and performance data to identify gaps, and recommend process or strategy improvements
• Work with leadership to perform root-cause analysis on SLA issues and operational challenges
  

Systems & Process Support 

• Maintain WFM system data integrity and resolve integration issues across Talkdesk, Salesforce Omni-Channel, and other internal tools
• Collaborate with HR, Training, and Operations teams to ensure proper onboarding and offboarding in WFM systems
• Create, update, and maintain operational guides, playbooks, and process documentation
• Participate in continuous improvement initiatives and projects aimed at optimizing workforce management processes and overall operational efficiency

What You Will Need  

• 2+ years of experience in Workforce Management in a call center environment required. Experience with case or claim handling WFM preferred.
• Experience with WFM platforms (such as NICE IEX, Verint, Calabrio, Aspect, or similar systems) strongly preferred. Salesforce Omni-Channel with telephony integration experience required. Talkdesk preferred.
• Strong analytical skills and the ability to interpret large datasets to make actionable recommendations.
• Expert proficiency in Microsoft Excel (pivot tables, v-lookups, charts) and experience creating operational reports. Salesforce reporting and dashboard experience strongly preferred.
• Strong organizational and time management skills with the ability to manage multiple tasks and develop creative solutions in a fast-paced environment.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with all levels of the organization in capturing, managing, and communicating metrics.
• Well-developed analytical skills, with the ability to synthesize complex data and identify root causes of issues by analyzing patterns and trends.
• Self-motivated, adaptable, and able to inspire and motivate others.
• Bachelor’s degree in Business, Statistics, Mathematics, or a related field preferred, but not required.

Compensation & Additional Information