Workforce Analyst

A company is looking for a Workforce Analyst. Key Responsibilities Forecast contact volumes and develop staffing models to meet service level targets Build and maintain agent schedules while monitoring real-time performance for adjustments Produce WFM reports and provide actionable insights to leadership Required Qualifications 2-5 years of Workforce Management or analytics experience in a call center environment Strong understanding of call center metrics such as SLA, ASA, and AHT Advanced Excel skills, including pivot tables and modeling Experience with WFM tools and supporting seasonal or high-growth environments Familiarity with CX platforms like Zendesk or Salesforce

Created: 2026-03-05