Workforce Management Senior Analyst
About The Position
This is a new position driven by organizational growth, reflecting the increasing demand for Crisis Connections’ life-saving services. As our impact expands, so does our need for strong workforce planning to ensure help is always available when people reach out in moments of physical, emotional, and financial crisis. As a Workforce Management Analyst, you won’t just support operations - you’ll help shape how our contact center scales, responds, and evolves. Your work will directly enable frontline staff to show up for individuals facing crisis across our community. About Crisis Connections Crisis Connections connects people in physical, emotional, and financial crisis to compassionate support and critical resources. We serve all people, with an emphasis on King County residents, and we are guided by values of care, inclusion, and empowerment. As demand for our services grows, we are investing in the systems and people that make our mission possible. In this highly visible and impactful role, you will: Forecast contact volume using historical data and real-time trends Build and maintain staffing plans and schedules to ensure reliable coverage Monitor queues, service levels, and agent adherence throughout the day Make real-time, intraday adjustments to respond to spikes in demand or emergencies Support surge staffing and contingency planning during high-volume or crisis events Analyze performance metrics and identify trends, gaps, and opportunities Produce regular and ad-hoc reports for operations and clinical leadership Collaborate closely with operations and clinical teams to align staffing with service goals Help balance service level targets with staff well-being and sustainable workloads This role offers the opportunity to influence how a growing organization plans for the future while making an immediate difference every day.
Requirements
- Experience in a contact center environment (inbound and/or outbound)
- 2–3 years of workforce management experience, especially in forecasting or scheduling
- Strong Excel skills and comfort working with data and reports.
- Experience with Business Intelligence software (Power BI/Tableau)
- Familiarity with workforce management or contact center scheduling tools
- Ability to stay calm, adaptable, and collaborative in fast-changing situations
Nice To Haves
- Experience with tools such as NICE/IEX, Five9, Genesys, Blue Pumpkin, or similar platforms is a plus but not required.
Responsibilities
- Forecast contact volume using historical data and real-time trends
- Build and maintain staffing plans and schedules to ensure reliable coverage
- Monitor queues, service levels, and agent adherence throughout the day
- Make real-time, intraday adjustments to respond to spikes in demand or emergencies
- Support surge staffing and contingency planning during high-volume or crisis events
- Analyze performance metrics and identify trends, gaps, and opportunities
- Produce regular and ad-hoc reports for operations and clinical leadership
- Collaborate closely with operations and clinical teams to align staffing with service goals
- Help balance service level targets with staff well-being and sustainable workloads
Benefits
- 100% employer-paid medical, dental, and vision coverage
- Generous paid time off and 12 paid holidays
- ORCA transit pass discount and free parking
- Retirement plan and flexible spending accounts
- Short-term and long-term disability options
- Opportunities to grow alongside an expanding mission-driven organization
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
