Senior Analyst, Workforce Management Systems, Client Relations Center

Summary

The Workforce Management Systems Analyst oversees the implementation, maintenance, and optimization of workforce management tools for the Client Relations Center. The role supports forecasting, scheduling, and capacity planning to balance staffing efficiency with exceptional client service.

Responsibilities

• Maintain and enhance workforce management systems and optimize software configuration.
• Manage labor models, schedules, staffing plans, volume forecasts, and scheduling processes.
• Analyze and report forecasts, variances, queue health, service levels, staffing alignment, and adherence.
• Make intraday adjustments and communicate performance risks and corrective actions to leadership and stakeholders.
• Lead stakeholder meetings to share operational gaps, risks, and recommendations.

Requirements

• At least four years of workforce management experience in a contact center environment.
• Experience with workforce management systems such as Calabrio, UKG, Reflexis, or Quiynx.
• A degree in information systems, computer science, business, analytics, or a related field is preferred.
• Strong analytical, organizational, and written and verbal communication skills.
• Ability to work independently in a fast-paced, evolving environment and manage multiple tasks with attention to detail.