Senior Workforce Management Analyst
About The Position
The Senior Workforce Management Analyst serves as a senior-level operational and analytical resource supporting Workforce Management (WFM) functions across the Experience Center. This role is responsible for advanced forecasting, staffing optimization, capacity planning, Genesys Cloud WFM local administration, and operational performance analysis to ensure alignment between member demand, staffing strategies, and service delivery objectives. This position acts as a strategic partner to Experience Center leadership by identifying operational trends, recommending workforce optimization opportunities, improving forecasting accuracy, and supporting long-term workforce planning initiatives. The role requires strong technical knowledge of contact center operations, workforce management methodologies, and Genesys Cloud WFM functionality.
Requirements
- Minimum 7 – 9 years of Workforce Management experience, preferably in a contact center environment.
- Experience working with Genesys Cloud CX workforce management software and systems.
- Proven ability to analyze performance data and implement effective workforce solutions.
- Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full Time Equivalent).
- Excellent problem-solving skills and the ability to make decisions under pressure.
- Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
- Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
- Must be able to work onsite at Credit Union administrative headquarters.
- Travel required sometimes.
Nice To Haves
- Experience in financial services or credit unions.
- Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities.
- Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis.
- Exceptional communication skills for presenting insights and recommendations to stakeholders.
- Understanding of regulatory compliance and customer service excellence.
Responsibilities
- Develop and maintain short-term and long-term contact center forecasts across multiple business lines and communication channels.
- Analyze historical trends, seasonality, campaign impacts, and operational drivers to improve forecast accuracy.
- Support staffing models and capacity plans to align workforce requirements with service level objectives.
- Provide scenario modeling and “what-if” analysis to support operational decision-making.
- Monitor forecast variances and recommend corrective actions.
- Identify opportunities to improve operational efficiency, occupancy, shrinkage management, and schedule effectiveness.
- Partner with leadership to optimize staffing strategies, queue structures, skill assignments, and routing logic.
- Support shift optimization initiatives and workforce balancing strategies.
- Assist with queue consolidation and planning group optimization efforts.
- Serve as a subject matter expert for Genesys Cloud WFM functionality.
- Troubleshoot workforce management configuration issues and recommend system improvements.
- Lead the implementation and optimization of new WFM capabilities and operational enhancements.
- Train and mentor team members on workforce management tools and best practices.
- Take ownership of actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
