Contact Center Workforce Management Analyst (Mars Veterinary Health)

Mars Veterinary Health • Washington, NJ

1d • $28 - $44 • Remote

About The Position

The Workforce Management Analyst supports the planning and execution of workforce strategy by translating demand signals into forecasts, schedules, and real-time adjustments. The role helps ensure the contact center is staffed to meet service-level expectations while balancing efficiency and associate experience across a multi-channel, multi-site environment.

The Analyst reviews trends, supports forecasting and scheduling, monitors intraday performance, and helps administer structured processes such as shift bidding and schedule optimization. In partnership with the Workforce Management Manager, Workforce Management leadership, Senior Coordinators, and Operations leadership, the Analyst provides insights and recommendations to improve service delivery, resource utilization, and the experience of clients, pet owners, and care teams.

This is a remote, full-time position based in Washington. It requires a hardwired internet connection with a minimum speed of 85mbs and a quiet, dedicated workspace. Variable schedules, including evenings, overnights, weekends, and holidays, may be required. The role involves extended computer use and work in an environment where pets are present.

Requirements

• High school diploma or equivalent required.
• At least 2 years of experience in workforce management, scheduling, or data analysis; contact center or service-environment experience is preferred.
• Experience supporting forecasting, scheduling, or real-time workforce operations.
• Strong analytical skills, including the ability to interpret data, identify trends, and support operational decisions.
• Proficiency in Excel and familiarity with workforce management systems and reporting tools.
• Understanding of service-level drivers, staffing models, and contact center performance metrics.
• Ability to work cross-functionally and communicate insights clearly to operational stakeholders.
• Strong organizational skills and attention to detail in a fast-paced, multi-priority environment.
• Ability to work at a computer for long periods.
• Ability to reason, remember, use mathematics, read, write, and speak English proficiently to perform the duties.
• Ability to follow written, oral, or diagrammatic instructions and solve problems involving several variables.
• A hardwired internet connection with a minimum speed of 85mbs and a quiet, dedicated workspace.
• May need to work variable schedules, including evenings, overnights, weekends, and holidays.

Nice To Haves

• Associate’s or Bachelor’s degree in Business, Analytics, Operations, or a related field.
• Certification in workforce management platforms such as NICE, Verint, or Genesys, or analytics tools such as Power BI or Tableau.
• Experience with reporting and visualization tools such as Power BI or Tableau, and/or data querying such as SQL.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Analyze historical, seasonal, and real-time data to identify trends and support demand forecasting across phone, chat, and email channels.
• Develop and maintain short- and long-term forecasts, adjusting assumptions for business inputs, growth trends, and operational changes.
• Support schedule creation and optimization to align staffing with forecasted demand, skill requirements, and service-level targets.
• Administer structured workforce processes, including shift bidding cycles, in alignment with performance, fairness, and business needs.
• Monitor real-time adherence, service levels, and operational performance; identify intraday variances and recommend or execute adjustments.
• Partner with Workforce Management leadership and Senior Coordinators on scheduling, adherence tracking, and queue management.
• Produce recurring and ad hoc workforce performance reports, including forecast accuracy, staffing efficiency, and adherence metrics.
• Provide actionable insights to Operations and leadership to support decisions, improve service levels, and optimize workforce utilization.
• Identify opportunities to improve forecasting accuracy, scheduling efficiency, and workforce processes, and support implementation of enhancements.
• Ensure workforce practices and processes align with internal policies, labor considerations, and operational standards.
• Perform other job duties as necessary.

Benefits

• Competitive salary.
• Paid time off and holidays.
• Medical, dental, and vision insurance.
• Fertility and family-building assistance.
• Paid parental leave.
• Practice-paid basic life insurance.
• Practice-paid short- and long-term disability.
• Automatic enrollment in a 401(k) Savings Plan after 60 days of employment, with a company match.
• Commuter benefits.
• Legal plan.
• Health Savings Account and Flexible Spending Account.
• Mental health support and resources.
• Paid volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance and MED hours for eligible positions.
• Student Debt Relief for full-time DVMs.
• Discounts including Mars, PetSmart, Royal Canin, fitness, and cellular discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED