Easy Apply
Easy Apply
The Workforce Analyst forecasts contact volumes and staffing requirements, manages scheduling, and produces analytics reports to enhance service levels and operational efficiency.
About the Role:
The Workforce Analyst is responsible for forecasting contact volume, staffing requirements, and scheduling to ensure service level targets are met efficiently across all channels. This role partners closely with Operations, BPO vendors, and leadership to balance customer experience, agent productivity, and cost control using data-driven workforce strategies.
Specific responsibilities:Forecasting & Capacity Planning
- Forecast contact volumes across channels/departments (phone, chat, email, SMS) using historical trends, seasonality, and business inputs
- Develop short-term, mid-term, and long-term staffing models
- Translate forecasts into required staffing levels based on AHT, shrinkage, service level goals, and occupancy targets
- Identify risks related to under or over-staffing and proactively recommend mitigation plans
Scheduling & Intraday Management
- Build and maintain agent schedules aligned to forecasted demand and operational constraints
- Monitor real-time performance and make intraday adjustments (OT, VTO, schedule changes, skill rebalancing)
- Partner with supervisors and BPO teams to address adherence, attendance, and schedule compliance
- Support surge planning, holidays, product launches, and peak seasons
Reporting & Analytics
- Produce regular WFM reports covering service levels, staffing vs demand, occupancy, shrinkage, and adherence
- Analyze performance drivers impacting SLA, abandon rate, ASA, and customer experience
- Provide actionable insights and recommendations to leadership
- Support with reporting and business cases related to staffing, cost, and efficiency
- Work closely with BPO partners to align forecasts, staffing plans, and performance expectations
- Support new channel launches, pilot programs, and operational changes with workforce modeling
- Minimum of 2–5 years of Workforce Management or analytics experience in a call center or contact center environment
- Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
- Advanced Excel skills (pivot tables, formulas, modeling)
- Experience forecasting and scheduling for multi-skill, multi-channel environments
- Strong analytical, problem-solving, and communication skills
- Experience working with BPO vendors or outsourced contact centers
- Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar)
- Experience supporting seasonal or high-growth environments
- Exposure to Zendesk, Salesforce, or similar CX platforms
- Ability to present data clearly to senior leadership
At Health-E Commerce, our goal is to provide an offer that supports growth potential within the role and allows for future salary progression. Final compensation is evaluated on various factors which include but aren’t limited to experience, skills, internal equity among peers, and geographic location.
- Compensation: $28-33.50 / hr.
- Discretionary Annual Bonus Eligibility: Up to 10%
- Medical, Dental, Vision, and 401K with a company match
- Dependent Care, FSA & HSA accounts
- Paid Parental & Bonding Leave
- PTO & office closure on all major holidays
- Monthly wellness & internet reimbursements
- Professional development including certification support & leadership coaching
- Mental Health resources
- 100% remote within the United States
- Must be able to work EST hours
Candidate Privacy Notice
Top Skills
Assembled
Calabrio
Excel
Nice
Playvox
Salesforce
Verint
Zendesk
Similar Jobs
Fintech • Financial Services
The Workforce Management Analyst manages Salesforce and the sales tech stack, optimizing workflows and lead routing for the Sales Department while enabling effective staffing and reporting.
Top Skills:
DialpadFive9GenesysExcelSalesforceTalkdesk
Healthtech • Software
The Senior Workforce Management Analyst will optimize staffing and operational performance using WFM systems, collaborate with teams, analyze data, and drive improvements within clinical operations.
Top Skills:
Advanced Data AnalyticsBusiness IntelligenceNice IexWorkforce Management Systems
Healthtech
Analyze staffing and workforce utilization, create staffing plans and scheduling, monitor staffing metrics and onboarding impacts, recommend cross-training and optimization to improve operational efficiency.
Top Skills:
Database ManagementExcelSalesforce
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
