Workforce Management Analyst

Crisis Connections

Workforce Management Analyst shaping staffing and schedules for Crisis Connections, ensuring support during crises. Influence planning for growing organizational impact while providing reliable coverage.

Posted 6/19/2026full-timeSeattle • Washington • 🇺🇸 United StatesJuniorMid-Level💰 $68,344 - $75,938 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Experience with tools such as NICE/IEX, Five9, Genesys, Blue Pumpkin, or similar platforms is a plus but not required

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementforecastingschedulingdata analysisperformance metricsreportingExcelBusiness IntelligencePower BITableau

Soft Skills

adaptabilitycollaborationcalmness under pressure