Senior Workforce Management Analyst

Responsibilities

• Design, build, and maintain contact volume forecasts from scratch across three levels of support.
• Forecast demand across multiple channels, including voice, email, chat, and social.
• Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time.
• Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets.
• Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management.
• Provide data-driven insights to inform cost optimization strategies.

Requirements

• 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.
• Ability to translate complex data into clear insights and executive‑ready presentations.
• Strong business acumen with the ability to connect workforce planning to customer experience.
• Demonstrated ability to influence cross-functional leaders without direct authority.
• Comfortable operating in ambiguity and building structure where none exists.