Workforce Management Analyst- Call Center

Conexon•Kansas City, MO

3d•Onsite

About The Position

Conexon is a telecommunications company that partners with Rural Electric Cooperatives to design and deploy fiber-to-the-home networks. Its mission is to bridge the digital divide by providing reliable, high-speed internet and phone services to Rural America. The Workforce Management Analyst forecasts customer contact volumes, develops staffing and scheduling plans, monitors real-time performance, and provides workforce insights for a contact center. The role helps ensure appropriate agent availability to meet customer experience, service-level, and operational efficiency goals. It partners with Operations, Training, Quality, and Leadership teams to optimize workforce performance while balancing service delivery and labor costs. This is an in-office, full-time position with a fixed schedule and no travel.

Requirements

Bachelor's degree in Business, Analytics, Finance, Mathematics, Statistics, or a related field, or equivalent experience.
2–5 years of experience in Workforce Management, Call Center Operations, Resource Planning, or Business Analytics.
Experience supporting multi-channel contact center environments.
Strong analytical and problem-solving skills.
Advanced Microsoft Excel skills.
Experience with workforce optimization platforms such as NICE, Verint, Calabrio, Genesys, or similar systems.
Strong written and verbal communication skills.

Nice To Haves

Experience in customer care, customer service, technical support, or sales contact centers.
Proficiency with Power BI, Tableau, SQL, or related analytics tools.
Knowledge of Erlang staffing methodologies and forecasting techniques.
Experience supporting outsourced or multi-site operations.
Understanding of contact center financial and operational metrics.

Responsibilities

Analyze historical call, chat, email, SMS, and case volume trends to develop accurate forecasts.
Create short- and long-term staffing plans based on business requirements, seasonality, and growth projections.
Calculate hiring needs, attrition impacts, and capacity requirements.
Support budget planning through workforce modeling and scenario analysis.
Create and maintain agent schedules aligned with forecasted workload.
Manage schedule requests, time-off allocations, shift bids, and schedule changes.
Coordinate training, coaching, meetings, and project activities while minimizing customer service impact.
Ensure schedule compliance with company policies and labor requirements.
Monitor intraday performance and staffing levels.
Identify service-level risks and implement real-time mitigation plans.
Manage call routing, queue performance, and staffing reallocations.
Communicate staffing recommendations and operational impacts to leadership teams.
Produce daily, weekly, and monthly workforce performance reports.
Analyze workforce trends and operational performance metrics.
Develop dashboards and scorecards using workforce management and business intelligence tools.
Present findings and recommendations to operational leaders.
Monitor and report on contact center KPIs, including Service Level, Average Speed of Answer, Abandonment Rate, Occupancy, Schedule Adherence, Conformance, Average Handle Time, Forecast Accuracy, Staffing Efficiency, Customer Satisfaction, and Net Promoter Score where applicable.
Identify opportunities to improve forecasting accuracy and scheduling efficiency.
Recommend process enhancements that improve workforce productivity and customer experience.
Support implementation of workforce management technologies and reporting solutions.
Document workforce management processes and best practices.