Workforce Management Analyst
Relativity
full-time
Posted on:
Location Type: Hybrid
Location: Idaho • Illinois • United States
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Salary
💰 $70,000 - $104,000 per year
About the role
- Interpret forecasting plans to provide capacity planning and interval staffing requirements to meet forecasted volume and achieve expected service level goals, leveraging WFM software
- Build, maintain, and optimize global schedules, including coverage models, shift structures, and intraday adjustments
- Partner with global Workforce Management peers to identify opportunities for workforce optimization and consistent best practices across regions and teams
- Support and maintain workforce management and telephony systems (e.g., Calabrio, Vonage)
- Analyze and deliver recurring workforce and performance reporting to identify trends, risks, and improvement opportunities
- Own analytical inputs for capacity planning by maintaining staffing and capacity models
- Conduct scenario analysis to assess capacity risks and staffing tradeoffs
- Contribute to the evaluation, adoption, and enablement of workforce tools and enhancements
- Collaborate cross-functionally to support workforce-related initiatives and ensure alignment with organizational goals
- Perform other duties as assigned to support evolving business and operational needs.
Requirements
- 3 years of experience in Workforce Management, operations analytics, or a related analytical role
- Strong analytical skills with demonstrated ability to interpret data, identify trends, and translate findings into actionable recommendations
- Advanced proficiency in Microsoft Excel, including complex formulas, data manipulation, and analysis
- Experience working with workforce management, telephony, or operational systems; familiarity with tools such as Calabrio preferred
- Ability to manage multiple priorities in a fast-paced, operational environment
- Strong written and verbal communication skills, with the ability to clearly explain analysis and recommendations to diverse stakeholders
- Familiarity with CRM platforms (e.g., Salesforce) and integrating operational data across systems
- Ability to work during U.S. dayside delayed hours (~11:00 AM–7:00 PM CST) to support global operations, including APAC.
Benefits
- Competitive base salary
- Annual performance bonus
- Long-term incentives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce managementoperations analyticsdata analysiscapacity planningstaffing modelsscenario analysisMicrosoft Exceldata manipulationtelephony systemsperformance reporting
Soft Skills
analytical skillscommunication skillsability to manage multiple prioritiescollaborationactionable recommendationsinterpret dataidentify trendsexplain analysissupporting initiativesadaptability