Analyst-Workforce Planning

TDS Telecom

2d•Remote

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? As the Analyst-Workforce Planning you'll be responsible for building, publishing, and optimizing schedules for assigned contact center teams. This role uses forecasted workload, staffing models, and scheduling rules to create efficient schedules that meet service level goals while supporting training, development, and advisor engagement. The Analyst-Workforce Planning partners closely with Contact Center leadership and other internal stakeholders to support workforce planning and operational needs to ensure schedules align with demand patterns and evolving business needs. This position has the ability to work remotely in any of the 40+ states in which TDS operates.

Requirements

Bachelor’s degree (or higher) OR 4+ years’ professional work experience.
2+ years’ experience in Workforce Planning (scheduling, capacity planning, or related).
2+ years‘ experience working with analytical tools such as Excel, Access, or WFM data platforms.

Nice To Haves

Understanding of ACD/Call Routing and multi-skill, multi-queue environments.
Familiarity with relational database concepts and WFM system configuration.
Ability to operate in a fast-paced environment with minimal supervision.
Strong communication skills and ability to adapt communication style for various stakeholders.

Responsibilities

Development & Optimization – Build weekly, monthly, and schedule period staffing plans based on forecasted volume, shrinkage assumptions, and staffing requirements. Schedule training, coaching, meetings, and development time in alignment with capacity planning.
Shift Bids & Staffing Gap Analysis – Manage quarterly or semiannual shift bids, including bid setup, execution, and validation. Maintain scheduling rules and support coverage alignment, including seasonal adjustments and new hire scheduling. Analyze interval-level staffing variances and collaborate with internal teams to recommend schedule or shift mix adjustments to improve coverage.
Shrinkage Analysis – Review shrinkage data and make recommendations related to staffing needs. This includes administration of the Paid Time off, Voluntary Time off and Attendance Management processes.
Workforce Management Systems & Scheduling Support – Maintain WFM system profiles, queue mapping, and skill assignments. Develop ad hoc scheduling reports, including coverage modeling, staffing templates, and demand vs. supply visualizations. Support schedule-related WFM system updates, testing, and troubleshooting