Key Facts

Remote From:

United States

Full time

Mid-level (2-5 years)

54 - 64K yearly

English

Hard Skills

Capacity Planning Job Scheduling (Inventory Management) Workforce Planning Performance Profiling Workforce Planning Business Analysis Pivot Tables And Charts Operational Risk Management Staffing Metrics Job Scheduling (Inventory Management) Business Process Outsourcing Data Presentation Stakeholder Communications

Other Skills

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Communication
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Analytical Thinking
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Problem Solving

Roles & Responsibilities

2-5 years of Workforce Management or analytics experience in a call center or contact center environment
Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
Advanced Excel skills (pivot tables, formulas, modeling)
Experience working with BPO vendors or outsourced contact centers

Requirements:

Forecast contact volumes and develop staffing models across channels to meet service level targets
Build and maintain intraday agent schedules, monitor real-time performance, and coordinate with supervisors and BPO teams to address adherence and attendance
Produce regular WFM reports and analyze performance drivers (SLA, abandon rate, ASA, occupancy) to provide actionable insights
Collaborate with Operations, BPO vendors, and leadership to align forecasts, staffing plans, and performance expectations; support new channel launches and peak periods

Job description

About the Role:

The Workforce Analyst is responsible for forecasting contact volume, staffing requirements, and scheduling to ensure service level targets are met efficiently across all channels. This role partners closely with Operations, BPO vendors, and leadership to balance customer experience, agent productivity, and cost control using data-driven workforce strategies.

Specific responsibilities:

Forecasting & Capacity Planning

Forecast contact volumes across channels/departments (phone, chat, email, SMS) using historical trends, seasonality, and business inputs
Develop short-term, mid-term, and long-term staffing models
Translate forecasts into required staffing levels based on AHT, shrinkage, service level goals, and occupancy targets
Identify risks related to under or over-staffing and proactively recommend mitigation plans

Scheduling & Intraday Management

Build and maintain agent schedules aligned to forecasted demand and operational constraints
Monitor real-time performance and make intraday adjustments (OT, VTO, schedule changes, skill rebalancing)
Partner with supervisors and BPO teams to address adherence, attendance, and schedule compliance
Support surge planning, holidays, product launches, and peak seasons

Reporting & Analytics

Produce regular WFM reports covering service levels, staffing vs demand, occupancy, shrinkage, and adherence
Analyze performance drivers impacting SLA, abandon rate, ASA, and customer experience
Provide actionable insights and recommendations to leadership
Support with reporting and business cases related to staffing, cost, and efficiency
Work closely with BPO partners to align forecasts, staffing plans, and performance expectations
Support new channel launches, pilot programs, and operational changes with workforce modeling

What you’ll need:

Minimum of 2–5 years of Workforce Management or analytics experience in a call center or contact center environment
Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence)
Advanced Excel skills (pivot tables, formulas, modeling)
Experience forecasting and scheduling for multi-skill, multi-channel environments
Strong analytical, problem-solving, and communication skills
Experience working with BPO vendors or outsourced contact centers
Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar)
Experience supporting seasonal or high-growth environments
Exposure to Zendesk, Salesforce, or similar CX platforms
Ability to present data clearly to senior leadership

Compensation, Benefits, & Additional Details:

At Health-E Commerce, our goal is to provide an offer that supports growth potential within the role and allows for future salary progression. Final compensation is evaluated on various factors which include but aren’t limited to experience, skills, internal equity among peers, and geographic location.