Workforce Management Resource Planner (WFM Analyst)

• No C2C
• W-2 Only
• USC or GC Holder

• Flexible Hours:

  7:00 a.m. - 5:00 p.m.
• Workforce Management Analyst - Contact Center Operations We are seeking a Workforce Management Analyst to support Contact Center Operations through forecasting, scheduling, and real-time workforce management across multiple locations and vendor teams.

This role is responsible for ensuring staffing levels meet service objectives while supporting operational efficiency and employee scheduling needs. Responsibilities Forecast call, email, and back-office workloads Create and manage schedules for 300+ employees Monitor real-time staffing and workload activity Adjust staffing plans to meet service level goals Coordinate training, coaching, meetings, and offline activities Manage vacation scheduling and workforce allocation Generate workforce and performance management reports Support leadership during weather events and after-hours on-call rotation Identify process improvements and workforce optimization opportunities Requirements Bachelor's degree required 3-5 years of workforce management/resource planning experience Experience in contact center or care center operations Strong forecasting, scheduling, and real-time management experience Experience with Workforce Management software (Aspect preferred) Advanced Excel and reporting skills Leadership or team coordination experience preferred Preferred Skills Workforce forecasting and capacity planning Real-time analyst (RTA) experience Strong analytical and communication skills Ability to multitask in a fast-paced environment

Pay:

$32.00 - $35.00 per hour

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Health savings account Vision insurance

Work Location:

In person