Workforce Management Analyst

Waste Management, Inc. • Windsor, CT

9h • $30 • Hybrid

About The Position

The Workforce Management (WFM) Analyst supports the daily operations of the local Command Center by ensuring adequate agent coverage to meet established service level goals. This role partners closely with supervisors and agents across multiple call centers to create, assign, and adjust schedules—including shifts, breaks, lunches, and coaching sessions—in real time. By proactively monitoring staffing needs and making timely schedule adjustments, the WFM Specialist helps optimize workforce efficiency and maintain a consistent customer experience.

Requirements

• High school diploma or equivalent required.
• 1-2 years experience analyzing business metrics or financials
• 1-2 years experience working in a team environment
• 1 year experience working with call center reporting and metrics required
• Ability to operate effectively in a team environment
• Good oral and written communication skills and interpersonal skill
• Ability to work effectively in stressful work conditions
• Strong analytical skills
• Proficiency in Microsoft Office Applications including Word, Excel, SharePoint and other relevant software
• Microsoft Access Experience, Genysis, Workspace, and SQL
• In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons, or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.

Responsibilities

• Proactively monitors agent availability and utilization reporting deficiencies to local contact center management team.
• Receive call outs and recommends adjustment to schedules (shift, lunches, breaks etc) as necessary to help ensure contact centers meet performance targets.
• Recommend paid time off (PTO), voluntary time off (VTO) and overtime based on real-time call volumes to help ensure contact center meets service level and productivity standards.
• Monitors call arrival and duration patterns.
• Coordinate resource coverage for event durations exceeding 90 minutes.
• Set-up and maintain agent profiles and hierarchy assignments.
• Prepare basic call center metric and productivity reports.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation
• Holidays
• Personal Days

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees