Workforce Analytics Manager Full Time

Responsibilities

• Collaborate with teams to forecast contact volumes and staffing needs
• Produce long, medium, and short-range staffing forecasts based on KPIs
• Develop efficient agent schedules with BPO WFM teams
• Conduct “what if” analyses and scenario planning for resource management
• Lead design and preparation of operational reports for management
• Utilize reporting tools to visualize data from multiple sources
• Prepare statistical reports for operations teams from various databases
• Coordinate with BPO RTA staff for interval staffing during high volume
• Manage system updates for agent rostering including changes

Requirements

• 5-7 years in call center operations, with 3-5 years in leadership
• 5-7 years in workforce management, with planning and modeling experience
• Proficiency in WFM applications and scheduling software
• Expertise in Excel and other reporting software
• Strong verbal and written communication skills
• Ability to analyze, interpret, and report data clearly
• Experience in multi-channel workforce planning and scheduling
• Strategic thinking and planning with strong attention to detail
• Collaborative work ethic and ability to manage multiple projects
• Proactive problem-solving abilities

Benefits

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company stock options
• Unlimited paid time off with PTO minimum + 13 company-paid holidays
• Parental leave
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription