Workforce Management Analyst

Deluxe

Workforce Management Analyst handling contact center trends and creating mid-term forecasts to support operational decisions. Responsible for analyzing data and resource management in a remote capacity.

Posted 5/6/2026full-timeRemote • North Carolina • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Responsible for analyzing contact center trends, volumes, arrival patterns, etc. to create mid-term forecasts
Accountable for team configuration, evaluation/changes for agent skills
Assist business leaders in operational decisions impacting customer contacts
Analyze contact center trends
Update capacity plan inputs for assigned segments
Maintain active forecasts and hire plans for assigned segments
Execute on-site staffing options and cross-team agent skilling and "loan" plans
Maintain agent shift preferences and complete periodic shift analysis and realignment
Create and maintain short and mid-term intraday service plans
Make tactical adjustments based on same/near-day schedule requests
Develop and maintain call queues, skill sets and call skill routing and priorities
Initiate telecom requests for IVR updates, routing sets, call type prioritization, direct transfer numbers, etc.
Develop reports and inputs for use in the capacity planning and resource management processes
Initiate regular tactical analysis of forecasts and drivers against business needs and budget assumptions

Requirements

What you’ll need

HS/GED and 2 years or Associates Degree
Knowledge of contact center key performance indicators, workforce management tools and principles
Knowledge and understanding of project management methods
Advanced Excel skills

Benefits

Comp & perks

Healthcare (Medical, Dental, Vision)
Paid Time Off, Volunteer Time Off, and Holidays
Employer-Matched Retirement Plan
Employee Stock Purchase Plan
Short-Term and Long-Term Disability
Infertility Treatment, Adoption and Surrogacy Assistance
Tuition Reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

forecastingcapacity planningworkforce managementdata analysiscall routingshift analysisreport developmentproject managementExcel

Soft Skills

analytical skillsdecision makingteam configurationcommunicationorganizational skills

Certifications

HS/GEDAssociates Degree