Workforce Management Analyst

HungerRush•Houston, TX

About The Position

HungerRush is seeking a data-driven Workforce Management Analyst to revolutionize our support operations through strategic forecasting, optimized scheduling, and capacity planning. This role will transform our current processes into a sophisticated WFM operation, ensuring the right people are in the right place at the right time across our multi-product support organization. The ideal candidate will implement modern WFM tools and practices to drive efficiency, improve service levels, and enable scalable growth.

Requirements

3-5 years of workforce management experience in contact center or customer support environment
Demonstrated experience managing complex scheduling and forecasting operations
Proven track record of implementing WFM tools and eliminating manual processes
Experience with multi-channel support operations (phone, chat, email)
Expert-level Excel skills including complex formulas, pivot tables, and macros
Proficiency with WFM platforms (Assembled, Tymeshift, Playvox, NICE, Verint, or similar)
Strong SQL skills for data extraction and analysis
Experience with BI tools (Tableau, Power BI, Looker)
Familiarity with Zendesk or similar support platforms
Understanding of Erlang C calculations and queueing theory
Strong statistical and mathematical skills for forecasting and modeling
Ability to identify patterns and trends in complex datasets
Experience with regression analysis and time-series forecasting
Understanding of contact center math (service level, ASA, occupancy, utilization)
Capability to translate data into actionable staffing recommendations

Nice To Haves

Background in B2B SaaS or technology companies preferred
Bachelor's degree in Business, Statistics, Mathematics, Industrial Engineering, or related field
Experience with Python or R for advanced analytics
Knowledge of AI/ML applications in workforce management
Background in restaurant, retail, or multi-location business support
Certification in workforce management (SWPP, CWFM)
Experience with contractor/BPO workforce management

Responsibilities

Build and maintain multi-channel forecasting models incorporating historical trends, seasonality, and business growth projections
Develop short-term (daily/weekly) and long-term (monthly/quarterly/annual) volume forecasts
Create capacity plans that align staffing requirements with business objectives and budget constraints
Model impact of new product launches, seasonal variations, and marketing campaigns on support volume
Establish shrinkage assumptions and occupancy targets based on operational analysis
Partner with Finance and HR to inform hiring plans and budget allocations
Create optimized agent schedules balancing business needs, service level targets, and employee preferences
Manage schedule adherence tracking and exception reporting
Provide intraday monitoring and real-time adjustments to maintain service levels
Coordinate with support managers on schedule changes, overtime needs, and coverage gaps
Implement shift bidding processes and schedule flexibility programs
Manage PTO/vacation planning to ensure adequate coverage
Lead selection and implementation of dedicated WFM platform (e.g., Assembled, Tymeshift, Playvox)
Configure WFM tool integration with Zendesk for automated data flows
Design and maintain real-time dashboards for operational visibility
Train support leadership on WFM tools and reporting capabilities
Serve as system administrator for WFM platform
Produce daily, weekly, and monthly WFM reports including forecast accuracy, schedule adherence, and service level attainment
Analyze productivity metrics and identify opportunities for efficiency improvements
Track and report on shrinkage patterns, occupancy rates, and utilization metrics
Provide root cause analysis for service level misses and volume variances
Create executive-level reporting on staffing efficiency and ROI metrics
Maintain single source of truth for all workforce metrics