Workforce Management Analyst
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Job Description
Workforce Management Analyst optimizing staffing and real-time contact center performance. Analyze trends, manage schedules, and improve service levels at PacificSource.
Responsibilities:
- Analyze historical trends to develop short- and long-term forecasts across all channels
- Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off)
- Monitor real-time volume, queue health, service levels, agent states, and schedule adherence
- Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA
- Execute intraday schedule adjustments and modify staffing, routing, skilling or workload distribution to match demand
- Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams
- Produce daily, weekly, and monthly KPI reporting
- Conduct root cause analysis for forecast variances and performance deviations
- Present actionable insights and recommendations to leadership
- Serve as the central communication point for intraday updates
- Partner with Operations, HR, Quality, Training, IT and WFM teams to resolve issues impacting service levels and customer experience.
Requirements:
- Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text)
- Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems
- Experience identifying performance risks proactively and taking corrective action to maintain service level targets required.
- High school diploma or equivalent required
- Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred.
- Strong understanding of contact center KPIs (AHT, ASA, service level, shrinkage, adherence, occupancy, call arrival patterns) and their application in real time decision making.
- Knowledge of Workforce Management disciplines including forecasting, scheduling, intraday management, and multi skill/multi channel operations.
- Proficiency with WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio), call routing concepts, and general call center technologies.
- Skill in data analysis and visualization, with familiarity using BI tools such as Power BI or Tableau for real time reporting.
- Strong technical proficiency with Microsoft Excel, Access, SQL, and other analytical tools.
- Excellent communication, interpersonal, organizational, and multitasking abilities, with the capability to work independently and under pressure.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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