Workforce Analyst

Recruiting.com

Workforce Analyst providing scheduling and forecasting for Clinical and Non-Clinical Customer Service at Cencora. Managing multi-site contact centers to meet service level goals and improve efficiency.

Posted 6/18/2026full-timeRemote • 🇨🇷 Costa RicaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provides Scheduling & Forecasting for Clinical and Non-Clinical Customer Service.
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, etc.) preferred.

Benefits

Comp & perks

Benefit offerings outside the US may vary by country and will be aligned to local market practice.
The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

schedulingforecastingresource forecastingreport compilationstaff managementmulti-site managementintra-day management

Soft Skills

program oversightefficiency maximizationcommunicationcoordinationsubject matter expertise