Workforce Management Analyst

Recruiting.com

Workforce Management Analyst managing Scheduling & Forecasting to improve contact center operations. Ensuring effective real-time workforce management for business and client objectives.

Posted 5/5/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provides Scheduling & Forecasting for all Customer Service Operations.
Provides the appropriate real-time program oversight and takes appropriate action to meet service level goals and maximize efficiency.
Provides optimal resource forecasting, scheduling and identifying new schedule methods, strategies and opportunities.
Oversees the accurate compilation and distribution of information and reports to identified stakeholders.
Serves as a subject matter expert and WFM liaison for specific programs and coordinates with Operations and Project Management teams to ensure consistent business / operational goals.
Day-to-day management of scheduling and forecasting of multi-site contact centers.
Performs other related duties and assignments as required and as assigned.

Requirements

What you’ll need

Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor’s Degree Program or equivalent combination of experience and education.
Normally requires two (2)+ years directly related and progressively responsible experience.
2+ years experience in an inbound multi-site contact center preferred.
2+ years experience performing forecasting, scheduling and intra-day staff management functions in multi-site inbound contact center preferred.
Experience with Workforce Management software (Blue Pumpkin, eWFM, IEX, NICE, Verint, etc.) preferred.

Benefits

Comp & perks

Health insurance
Dental care
Vision care
Backup dependent care
Adoption assistance
Infertility coverage
Family building support
Behavioral health solutions
Paid parental leave
Paid caregiver leave
Training programs
Professional development resources
Mentorship programs
Employee resource groups
Volunteer activities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

schedulingforecastingresource forecastingstaff managementreport compilationprogram oversightmulti-site management

Soft Skills

communicationcoordinationsubject matter expertiseefficiency maximization