Senior Workforce Management Analyst

World Education Services

Senior Workforce Management Analyst at WES building and scaling workforce management capabilities for customer service. Responsible for forecasting, capacity planning, and headcount modeling across multiple channels.

Posted 6/11/2026full-timeRemote • New York • 🇺🇸 United StatesSenior💰 $86,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

Design, build, and maintain contact volume forecasts from scratch across three levels of support (e.g., Tier 1, Tier 2, Tier 3).
Forecast demand across multiple channels, including voice, email, chat, and social, accounting for seasonality, business drivers, and growth.
Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time.
Continuously evaluate forecast accuracy and adjust models to improve performance.
Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets.
Translate forecasted demand into staffing requirements, schedules, and capacity plans across internal teams and BPO partners.
Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management.
Partner with Customer Service Leadership on BPO budgeting, forecasting, and long-range financial planning.
Serve as a core member of the Customer Service Leadership Team, contributing strategic insight and operational recommendations.

Requirements

What you’ll need

5–8+ years of Workforce Management, forecasting, or capacity planning experience in a customer service or contact center environment.
Proven experience building WFM processes from the ground up, including forecasting, capacity planning, and headcount modeling.
Hands-on experience managing or supporting outsourced/BPO contact center operations.
Strong expertise in contact volume forecasting across multiple channels and support tiers.
Advanced proficiency in Excel and/or Google Sheets (complex models, assumptions, scenario planning).
Experience with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) strongly preferred.
Ability to translate complex data into clear insights and executive-ready presentations.
Strong business acumen with the ability to connect workforce planning to customer experience.
Demonstrated ability to influence cross-functional leaders without direct authority.
Comfortable operating in ambiguity and building structure where none exists.
Excellent communication skills, with experience presenting to senior leadership.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities
Remote work options
Wellness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementforecastingcapacity planningheadcount modelingcontact volume forecastingdata analysisscenario planningExcelGoogle Sheets

Soft Skills

communication skillsbusiness acumeninfluencing skillsstrategic insightoperational recommendationsability to operate in ambiguitypresentation skills