Senior Workforce Analyst (Remote)

Businessolver

6d•$31 - $50•Remote

About The Position

The Senior Workforce Analyst plays a critical role in driving operational excellence by delivering insights that improve workforce management processes and align staffing strategies with business needs. This role is responsible for developing and maintaining capacity models that support organizational service level objectives, while actively partnering with key stakeholders to optimize both staffing and process efficiencies. As the primary point of contact for forecasting and real-time analytics, the Senior Workforce Analyst supports both short & long term planning, workload monitoring, and ad hoc reporting ensuring staffing levels consistently align with business projections. Are you ready for the challenge? Read on…

Requirements

10+ years of experience in workforce management, with proven ability in capacity planning, staffing, and scheduling in contact centers or customer operations.
Bachelor's degree in a related field or equivalent work experience.
Strong experience with Workforce Management software (e.g., NICE IEX, Verint, Calabrio, Genesys WFM).
Advanced forecasting and modeling skills, including trend analysis and scenario planning.
Proficiency in Microsoft Excel, Word, PowerPoint; familiarity with BI tools (Power BI, Tableau & Quicksight) a plus.
Ability to independently prioritize, multitask, and deliver under pressure with minimal supervision.
Excellent communication skills with the ability to convey complex concepts to senior leadership and cross-functional teams.
Strong analytical and problem-solving skills; able to draw insights from large data sets.
Deep understanding of contact center operations and metrics (AHT, occupancy, shrinkage, SLAs, etc.).
Commitment to continuous improvement, operational excellence, and superior customer service.
Proven track record of influencing senior stakeholders, presenting findings, and justifying investment decisions with clarity and confidence.
Experience supporting budgeting processes, workforce transitions, and enterprise transformation efforts.

Responsibilities

Build and refine detailed capacity models that translate strategic business plans into actionable workforce forecasts across multiple locations and skill sets.
Provide regular short-, mid-, and long-term workload projections—accounting for seasonality, hiring cycles, attrition, training timelines, and cross-functional initiatives.
Collaborate with business leaders to model the impact of product launches, marketing campaigns, policy changes, and evolving service goals on workforce demand.
Work closely with senior stakeholders across Operations, HR, Finance, Recruiting, and Training to ensure alignment of workforce strategy with organizational objectives.
Present forecasts, risks, and hiring plans with clear business rationale to senior leaders and decision-makers.
Develop and maintain strong, proactive relationships with business partners, serving as a trusted advisor on all workforce capacity topics.
Assisting the Sr. Director with the creation of operating budget plans
Execute on load balancing strategies, channel distribution, and intraday adjustments to maximize efficiency and meet SLA targets.
Monitor workforce adherence and performance KPIs, identifying patterns and opportunities to drive improvements in productivity and service delivery.
Lead and support exception management, schedule optimization, and variance analysis in real time and historically.
Performs any other related duties as required or assigned.