Workforce Management Analyst

Waste Management, Inc. (WM)•Windsor, CT

14h•$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

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.