Workforce Management Analyst

ZEISS Group•Dublin, CA

1d•$65,800 - $82,200

About The Position

The Workforce Management (WFM) Analyst plays a key role in ensuring the contact center operates efficiently and meets service level goals. This position is responsible for forecasting call and contact volumes, developing optimized schedules, and monitoring real-time performance to balance customer experience, agent productivity, and operational costs. The WFM Analyst uses data-driven insights to anticipate business needs, identify staffing gaps, and make recommendations that improve resource utilization across multiple channels. Working closely with Operations, HR, and Training teams, the WFM Analyst helps maintain the right staffing levels at the right times—empowering teams to deliver exceptional customer support while achieving performance targets.

Requirements

Associate or bachelor’s degree in business, statistics, or a related field is preferred.
2–3 years of experience in real-time monitoring, report analysis, and workforce management within a call center environment.
Familiarity with contact center systems such as Genesys, NICE, Calabrio, or Aspect.
Proficiency in Power BI, SQL, Python, or JavaScript.
Strong computer skills with Microsoft Office Suite (Outlook, Word, Excel, and Teams).
Knowledge of forecasting, planning, and scheduling call or work volumes.
Ability to effectively communicate complex data findings to both technical and non-technical audiences.
Strong interpersonal skills to work collaboratively with team members and manage relationships.
Ability to adapt to changing environments and handle multiple tasks simultaneously.
Initiative to take ownership of tasks and work with minimal supervision.
Exceptional attention to detail with the ability to think critically, identify patterns, and solve problems using data.

Responsibilities

Monitor real-time call volumes to ensure service levels are met.
Oversee call queues to ensure customer interactions are handled effectively.
Analyze real-time data to identify trends and performance issues.
Implement industry best practices for real-time monitoring and workforce management.
Create and maintain weekly and monthly frontline employee work schedules.
Support adherence to standard work scheduling policies and procedures.
Manage attendance tracking systems and vacation records.
Schedule requested days off, vacations, and sick time.
Design, maintain, and optimize databases and business systems to generate accurate and meaningful data.
Format data into clear, concise reports and visualizations.
Create reports and dashboards to provide visual clarity and consistent reporting of data as necessary.
Use analytical skills to identify and solve business problems and develop predictive models to forecast future outcomes.
Analyze business processes and operations to identify opportunities for improvement.
Detect inefficiencies and recommend process improvements to enhance operational efficiency.
Participate in the onboarding of new hires.
Adhere to industry safety standards.
Assume special projects and assignments as delegated by Customer Support or Technical Support leadership.