Senior Analyst Workforce Analytics

Develops, fosters and executes a workforce management strategy that is driven by and complements organizational strategy. Develops, implements and oversees execution of methodologies to maximize forecast accuracy. Creates and maintains short-, mid- and long-range capacity plans to balance customer experience objectives along with effective staffing and capacity management to meet designated budget and financial goals. Implements and maintains analysis and forecasting best practices to create accurate, realistic capacity plans.
What You'll Do

• Maintain forecasting models for contact volume, handling time, staffing, and hiring plans, following established processes for forecast locks.
• Develop and maintain efficient, data-driven schedules that align with business needs and agent preferences. Proactively manage schedule changes and long-term planning to ensure optimal coverage, operational efficiency, and employee satisfaction.
• Deliver Workforce Analytics outputs to support leadership presentations and strategic communications.
• Prepare and establish Workforce Analytics practices and policies and documentation.
• Prepare and review budget forecasts for assigned queues, sites, and business units; supports monthly R&O updates.
• Forecast contact volume and handle time for assigned queues, sites, and business units; provide analysis, updates, and data-driven recommendations to leadership.
• Ensure forecasting accuracy across intraday, daily, weekly, and monthly intervals by driving accountability for assigned queues.
• Create and maintain forecasts to support capacity planning, schedule development, and intraday execution.
• May provide training on key tasks to support team development and knowledge sharing across the organization.
• Maintain and analyze actual volumes compared to forecasts and recommend changes to enhance productivity and customer satisfaction.
• Monitor performance metrics, communicate results, and manage vendor routing strategies to ensure optimal service delivery.
• Maintain staffing and headcount reports. Identify and recommend process improvements.
• Support departmental initiatives by assisting with special projects and performing additional duties as assigned, contributing to cross-functional collaboration and continuous improvement efforts.
• Flexibility to work outside of standard business hours, including evenings, weekends, or holidays as needed to support critical operations or time-sensitive initiatives.

Minimum Qualifications:

• Bachelor's degree in a related discipline (i.e. Business, Finance, Mathematics, etc.) and 4 years experience in a related field (e.g. reporting, statistics, data modeling, data analytics, data visualization, data interpretation). The right candidate could also have a different combination, such as a master's degree and 2 years experience; a Ph.D. and up to 1 year of experience; or 8 years experience in a related field.
• Demonstrates strong aptitude in mathematics and analytical thinking, supporting data-driven decision-making.
• Exhibits excellent soft skills-including interpersonal communication, leadership, presentation, and collaboration-to work effectively across teams and functions.

Preferred

• 5+ years of experience analyzing qualitative and quantitative data across functions such as Field Operations, Customer Care, Data Analysis, Collections, Finance, and Business Operations.
• 5+ years of hands-on experience in forecasting and scheduling using Workforce Management software.
• Advanced proficiency in Microsoft Office Suite, with strong expertise in Excel for data analysis and reporting.
• Deep knowledge of eWFM forecast groups and configuration settings.
• Proficient in Genesys contact center systems, supporting real-time and historical performance insights.

USD 72,200.00 - 108,200.00 per year
Compensation:
Compensation includes a base salary of $72,200.00 - $108,200.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.