Workforce Analyst

FSAStore.com

11h•$28 - $34•Remote

About The Position

The Workforce Analyst is responsible for forecasting contact volume, staffing requirements, and scheduling to ensure service level targets are met efficiently across all channels. This role partners closely with Operations, BPO vendors, and leadership to balance customer experience, agent productivity, and cost control using data-driven workforce strategies.

Requirements

Minimum of 2–5 years of Workforce Management or analytics experience in a call center or contact center environment
Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
Advanced Excel skills (pivot tables, formulas, modeling)
Experience forecasting and scheduling for multi-skill, multi-channel environments
Strong analytical, problem-solving, and communication skills
Experience working with BPO vendors or outsourced contact centers
Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar)
Ability to present data clearly to senior leadership
Must be able to work EST hours

Nice To Haves

Experience supporting seasonal or high-growth environments
Exposure to Zendesk, Salesforce, or similar CX platforms

Responsibilities

Forecasting & Capacity Planning
Forecast contact volumes across channels/departments (phone, chat, email, SMS) using historical trends, seasonality, and business inputs
Develop short-term, mid-term, and long-term staffing models
Translate forecasts into required staffing levels based on AHT, shrinkage, service level goals, and occupancy targets
Identify risks related to under or over-staffing and proactively recommend mitigation plans
Scheduling & Intraday Management
Build and maintain agent schedules aligned to forecasted demand and operational constraints
Monitor real-time performance and make intraday adjustments (OT, VTO, schedule changes, skill rebalancing)
Partner with supervisors and BPO teams to address adherence, attendance, and schedule compliance
Support surge planning, holidays, product launches, and peak seasons
Reporting & Analytics
Produce regular WFM reports covering service levels, staffing vs demand, occupancy, shrinkage, and adherence
Analyze performance drivers impacting SLA, abandon rate, ASA, and customer experience
Provide actionable insights and recommendations to leadership
Support with reporting and business cases related to staffing, cost, and efficiency
Work closely with BPO partners to align forecasts, staffing plans, and performance expectations
Support new channel launches, pilot programs, and operational changes with workforce modeling