Position Summary
The Workforce Management (WFM) Analyst is responsible for ensuring the contact center is appropriately staffed to meet service level goals while maintaining efficiency and a high-quality customer experience. In a small team environment, this role plays a critical hands-on role across forecasting, scheduling, and real-time management, requiring both analytical expertise and operational agility.
Key Responsibilities
Forecasting & Capacity Planning
- Develop contact volume forecasts (calls, chats, emails, and/or digital channels) using historical data, trends, and business inputs
- Translate forecasts into staffing requirements using capacity models (e.g., Erlang)
- Partner with leadership to align staffing plans with service level targets and budget constraints
Scheduling & Intraday Management
- Create optimized agent schedules aligned with forecasted demand
- Manage time-off requests, shift changes, and schedule adjustments
- Monitor adherence and shrinkage
Real-Time Operations (RTA)
- Monitor queues, service levels, ASA, abandonment rates, and occupancy
- Make intraday adjustments to meet performance targets
- Communicate real-time updates to stakeholders
Performance Reporting & Insights
- Produce reports on KPIs such as service level, AHT, occupancy, and forecast accuracy
- Analyze performance variances and recommend improvements
- Provide insights to improve efficiency and customer experience
Process & Tool Optimization
- Support WFM tools such as NICE, Verint, or Genesys
- Refine forecasting and scheduling processes
- Document WFM procedures and best practices
Qualifications
Required
- Bachelor’s degree or equivalent experience
- 2+ years in contact center WFM or operations
- Strong Excel and analytical skills
- Knowledge of contact center metrics (SLA, AHT, shrinkage, occupancy)
Preferred
- Experience with WFM platforms (NICE, Verint, Genesys, Calabrio)
- Familiarity with staffing models
- Experience in multi-channel environments
Key Competencies
- Data-driven decision making
- Real-time problem solving
- Strong communication skills
- Adaptability and proactive mindset
Work Environment
- Small contact center team
- Combination of strategic planning and daily operations
- Flexible hours may be required
Success Measures
- Achievement of service level targets
- Forecast accuracy
- Improved adherence and efficiency
- Positive customer experience outcomes
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Miami, FL 33126
