Workforce Management Analyst

The Workforce Management (WFM) Analyst will support endtoend workforce planning and realtime management for a highvolume voice operation. This role is responsible for forecasting, scheduling, queue management, and intraday performance monitoring to ensure service level targets are consistently met. The ideal candidate brings strong analytical skills, handson Excel expertise, and the ability to communicate insights clearly through presentations for operations leadership.

 

Workforce Planning & Forecasting

Develop and maintain shortterm and longterm forecasts for voice volumes, AHT, and staffing requirements

Perform variance analysis between forecast vs. actuals and recommend corrective actions

Support capacity planning aligned to business demand, seasonality, and operational changes

Scheduling & Queue Management

Create and manage optimized schedules to meet SLA, ASA, and occupancy targets

Monitor queues and service levels in real time and make intraday adjustments

Partner with Operations and Team Leads to balance staffing, adherence, and productivity

RealTime Management & Reporting

Track intraday performance metrics including service levels, shrinkage, adherence, and backlog

Prepare daily, weekly, and monthly WFM reports with actionable insights

Escalate risks related to staffing gaps, volume spikes, or SLA breaches proactively

Stakeholder & Operational Support

Work closely with Operations, Quality, Training, and Leadership teams

Present WFM insights, trends, and recommendations to leadership using clear presentations

Support new initiatives, rampups, and volume transitions from a WFM perspective

 

Experience

Minimum 5 years of WFM experience supporting voice/contact center operations

Strong handson experience in forecasting, scheduling, queue monitoring, and intraday management

Advanced Microsoft Excel skills (formulas, pivot tables, dashboards, analysis)

Experience creating managementlevel reports and presentations (PowerPoint)

Familiarity with WFM tools and contact center metrics (AHT, shrinkage, SLA, ASA, occupancy)

Strong analytical and problemsolving skills

Ability to communicate datadriven insights clearly to both operational and leadership audiences

High attention to detail with a proactive, solutionoriented mindset

 

100% Work from Office

5 days a week on-site in San Antonio, TX

Flexible to support business hours aligned with voice operations

 

Experience supporting USbased voice operations

Exposure to largescale or multiqueue contact center environments – Inbound and outbound contact center

Experience working in fastpaced, SLAdriven operations