Workforce Management Analyst

The Role

We are looking for an experienced Workforce Management Analyst that has the ability to work closely with Data teams to help develop, support, and lead collaboration on metric hygiene, informative dashboards, metric and insight reporting, management of canonical tables used by Workforce Management teams. You will act as a liaison between WFM and cross functional teams managing a shared understanding of WFM terminology, metrics definitions and calculations, and responsible for maintaining critical flows of data into and out of the Workforce Management process. You will collaborate with peers leading these core functions, and report to the Global Workforce Management Lead for Customer Operations.

You Will

• Work as a Workforce Management Analyst supporting large contact/support centers with experience in Real Time Management, Scheduling, Short/Long term planning.
• Utilize your strong understanding of Workforce Management Terminology, metrics definitions, and calculations.
• Partner with different groups with the Workforce Management team to understand data analytical needs
• Cross functionally engage with Data Science teams on providing Dashboards and Data Tables to be used for WFM functional Analysis and business reviews
• Assist and or lead Ad-hoc data analysis queries to support short and long term projects
• Lead projects to create daily dashboard reporting for team leaders and managers, enhancing performance management and alert/case routing at the analyst level.
• Collaborate with cross-functional teams, including Product, Finance, and Compliance Analytics, to develop strategic workforce management solutions and improve forecasting models.
• Use statistical methodologies and BI tools to analyze performance trends and drive data-informed decision-making.
• Present insights to senior and executive management, ensuring timely escalation of resourcing shortfalls based on forecasting.
• Participate in peer to peer development with WFM teammates.

You Have

• 4+ years of experience in Workforce Management roles supporting large-scale contact or support centers, with deep exposure to real-time management, scheduling, and capacity planning.
• Expert understanding of WFM metrics and processes, with the ability to define, calculate, and clearly articulate metric methodologies, assumptions, and implications.
• Proficiency in SQL, with the ability to independently query, validate, and manipulate data to support performance reporting, dashboard development, and exploratory analysis.
• Experience using BI tools (e.g., Tableau, Looker, PowerBI) to build intuitive dashboards and surface key insights for operations and leadership teams.
• Working knowledge of statistical techniques and forecasting methods, with experience comparing model inputs vs. actual outcomes and providing clear explanations for variances.
• Advanced spreadsheet skills (Google Sheets / Excel), with a track record of building flexible models and tools that support scenario planning and business reviews.
• Strong ownership of reporting and insights—you don’t just surface numbers; you help explain what they mean, why they changed, and what to do next.
• Excellent written reasoning and communication skills. You can break down complex data into clear narratives, craft compelling reports and presentations, and influence stakeholders at all levels with structured, persuasive arguments.
• Demonstrated experience partnering across technical and operational teams to align on data definitions, develop canonical datasets, and drive strategic decisions through accurate, trusted reporting.

Even Better

• Advanced statistical modeling using R or Python
• Background in data-science

Technologies We Use and Teach

• NICE
• Assembled
• Tableau
• Looker
• Power BI
• Verint