Workforce Management Analyst

• Job Title: Workforce Management Analyst
• Location: San Antonio, TX(Onsite)

Role Summary:

• The Workforce Management (WFM) Analyst will support end‑to‑end workforce planning and real‑time management for a high‑volume voice operation. This role is responsible for forecasting, scheduling, queue management, and intraday performance monitoring to ensure service level targets are consistently met. The ideal candidate brings strong analytical skills, hands‑on Excel expertise, and the ability to communicate insights clearly through presentations for operations leadership.
• Key Responsibilities:
• Workforce Planning & Forecasting
• Develop and maintain short‑term and long‑term forecasts for voice volumes, AHT, and staffing requirements
• Perform variance analysis between forecast vs. actuals and recommend corrective actions
• Support capacity planning aligned to business demand, seasonality, and operational changes

• Scheduling & Queue Management
• Create and manage optimized schedules to meet SLA, ASA, and occupancy targets
• Monitor queues and service levels in real time and make intraday adjustments
• Partner with Operations and Team Leads to balance staffing, adherence, and productivity

• Real‑Time Management & Reporting
• Track intraday performance metrics including service levels, shrinkage, adherence, and backlog
• Prepare daily, weekly, and monthly WFM reports with actionable insights
• Escalate risks related to staffing gaps, volume spikes, or SLA breaches proactively
• Stakeholder & Operational Support
• Work closely with Operations, Quality, Training, and Leadership teams
• Present WFM insights, trends, and recommendations to leadership using clear presentations
• Support new initiatives, ramp‑ups, and volume transitions from a WFM perspective

Required Skills & Qualifications:

• Experience:
• WFM experience supporting voice/contact center operations
• Strong hands‑on experience in forecasting, scheduling, queue monitoring, and intraday management

Technical & Analytical Skills:

• Advanced Microsoft Excel skills (formulas, pivot tables, dashboards, analysis)
• Experience creating management‑level reports and presentations (PowerPoint)
• Familiarity with WFM tools and contact center metrics (AHT, shrinkage, SLA, ASA, occupancy)

Soft Skills:

• Strong analytical and problem‑solving skills
• Ability to communicate data‑driven insights clearly to both operational and leadership audiences