Workforce Management Analyst

Workforce Management AnalystReq number:R6965Employment type:Full timeWorksite flexibility:RemoteWho we areCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.Job SummaryAs a Workforce Management Analyst, you will be responsible for optimizing service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling utilizing AI-driven platforms for predictive analytics and automation tools.Job DescriptionWe are looking for an experienced Workforce Management Analyst to optimize service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling. This role ensures the right resources are available at the right time to meet service level objectives while maximizing operational efficiency and analyst productivity within our Service Desk environment. This position will be full-time and remote. What You’ll DoDevelop short-term and long-term contact volume forecasts using historical data, trend analysis, business intelligence, and AI-driven predictive analyticsLeverage AI to build and maintain dynamic forecasting models that adapt to evolving patterns and business needsCalculate staffing requirements based on forecast volumes, service level targets, and operational constraintsConduct capacity planning analysis to identify gaps and recommend hiring or resource allocation strategiesCollaborate with business stakeholders to incorporate planned initiatives and their impact on contact volumesIntegrate AI-driven scheduling solutions to optimize resource allocation and improve schedule efficiencyCreate optimized schedules using workforce management software and Erlang C modeling principlesCoordinate time-off requests, ensuring adequate coverage during vacation periods and holidaysDevelop contingency plans for unexpected volume spikes or staffing shortagesUtilize AI-powered real-time monitoring tools to proactively adjust staffing and maintain service levelsTrack schedule adherence and identify patterns of non-compliance requiring coaching or process interventionCoordinate break and lunch schedules to optimize service delivery throughout the dayRespond to urgent staffing needs by reallocating resources or implementing escalation proceduresUse AI-driven data visualization tools to generate actionable insights and enhance reporting accuracyAnalyze key metrics including service level, average speed of answer, occupancy, shrinkage, and adherenceIdentify trends and anomalies in workforce data and provide actionable recommendationsCalculate and track shrinkage factors (training, meetings, breaks, absenteeism) for accurate planningPresent findings to leadership with clear insights that drive operational improvementsContinuously evaluate WFM processes and implement best practices from industry standardsPartner with Training, Quality, and Operations teams to understand business needs and prioritiesOptimize schedule efficiency by analyzing shift patterns, coverage requirements, and service windowsContribute to technology implementations and system upgrades affecting workforce managementServe as a subject matter expert on workforce management principles and methodologiesWhat You’ll NeedRequired:Associate's or Bachelor's degree in Business, Analytics, Statistics, Operations Management, or related field; OR equivalent combination of education and experienceMinimum 3 years of workforce management experience in a contact center, service desk, or customer service environmentExperience with AI-driven platforms for workforce management, including predictive analytics and automation toolsDemonstrated experience with workforce management software (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar) and related platforms for scheduling, forecasting, real-time managementAdvanced Microsoft Excel skills including pivot tables, VLOOKUP/XLOOKUP, complex formulas, and data visualizationStrong understanding of statistical concepts and forecasting, machine learning algorithms, and AI-driven forecasting methodologiesAbility to shape and execute a vision for AI-enabled workforce management strategiesAbility to interpret complex data sets and translate findings into actionable strategiesHigh degree of accuracy and attention to detail in forecasting, scheduling, and data analysisProblem Solving skills with ability to quickly identify issues with creative and practical solutionsClear and concise communication with both technical and non-technical audiencesAbility to prioritize competing demands and meet deadlines in a fast-paced environmentComfortable with ambiguity and able to adjust quickly to changing business conditionsAbility to work effectively across departments and with all levels of the organizationUnderstanding of contact center operations and key performance indicatorsFamiliarity with Erlang C calculations and workforce optimization principlesKnowledge of service level agreements (SLAs) and their impact on staffingAwareness of industry best practices for schedule adherence and occupancy targetsPreferred:Talkdesk WFM platform experienceKnowledge of contact center telephony systems (ACD) and performance metricsUnderstanding of ITIL framework principlesPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor#LI-AE1Reasonable accommodation statementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.$70,000-$71,000The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

Created: 2026-03-09