Workforce Management Analyst

Clearwave Fiber

Manage contact center resources through workforce forecasting, scheduling, and performance analysis at Clearwave Fiber. Collaborate with operational teams to align staffing with business demand.

Posted 5/5/2026full-timeRemote • Alabama, Florida, Illinois, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Responsible for managing and optimizing contact center resources through forecasting, scheduling, intraday management, and performance analysis.
Develop short- and long-term contact volume forecasts using historical data, seasonality, and business drivers.
Build staffing and capacity models aligned to service level, ASA, abandonment, and occupancy targets.
Adjust forecasts based on marketing initiatives, outages, promotions, and business growth.
Maintain and update agent schedules in Genesys Cloud WFM.
Track schedule adherence, conformance, and shrinkage assumptions.
Monitor queues, agent status, and staffing levels throughout the day.
Identify intraday performance variances and escalate risks to leadership.
Produce daily, weekly, and monthly workforce management reports and performance insights.
Partner with Operations, Training, and CC Administration teams.

Requirements

What you’ll need

2+ years of Workforce Management experience in a contact center environment
Strong analytical and data interpretation skills.
Experience supporting multi-skill, omni-channel environments (voice, chat, SMS, digital).
Proficiency in Excel and/or BI reporting tools.
Understanding of contact center KPIs and staffing models.
Excellent problem-solving, communication, and collaboration skills.
Familiarity with AI, chatbots, and digital engagement tools.
Awareness of compliance standards such as PCI-DSS or HIPAA.

Benefits

Comp & perks

Lucrative short-term bonus plan
Medical, dental, and vision coverage – starting day one
Life insurance (employee, spouse, and children)
Paid time off
401(k) with 100% company match up to 4% (vesting and matching start upon hire)
Employee Assistance Program
Free Clearwave Fiber services (when living in a service area)
Career growth and advancement opportunities
Collaborative, mission-driven work environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementforecastingschedulingperformance analysisdata interpretationstaffing modelscontact center KPIsmulti-skill environmentsomni-channel environmentsExcel

Soft Skills

analytical skillsproblem-solvingcommunicationcollaboration