Workforce management analyst

Job Type
Full-time
Description
Successful candidate must reside in: GA, FL, IL, KS, MO, NC, OH, SC, TN, TX, AL
The
Workforce Management Analyst
is responsible for managing and optimizing contact center resources through forecasting, scheduling, intraday management, and performance analysis to ensure service goals are met efficiently.
Using Genesys
Cloud WFM, this role partners closely with Contact Center Operations, Training, and Administration to align staffing plans with business demand. The position also provides backup support to the Senior Contact Center Administrator by assisting with basic platform validation, testing, and troubleshooting, helping ensure system configurations support operational success.
Key Responsibilities

Forecasting & Capacity Planning
Develop short- and long-term contact volume forecasts using historical data, seasonality, and business drivers.
Build staffing and capacity models aligned to service level, ASA, abandonment, and occupancy targets.
Adjust forecasts based on marketing initiatives, outages, promotions, and business growth.
Maintain and update agent schedules in Genesys Cloud WFM.
Track schedule adherence, conformance, and shrinkage assumptions.
Real-Time & Intraday Monitoring
Monitor queues, agent status, and staffing levels throughout the day.
Identify intraday performance variances and escalate risks to leadership.
Execute intraday adjustments including activity moves, overtime recommendations, and schedule changes.
Support service-level recovery actions during unexpected demand or staffing changes.
Genesys Platform Support (Backup Role)
Act as a backup to the Senior Contact Center Administrator for Genesys Cloud platform support.
Validate user, skill, queue, and schedule configurations.
Assist with testing and validation of routing, WFM, and reporting changes.