- Hiring: Workforce Management (WFM) Analyst – Voice Operations
- 📍 Location: San Antonio, TX (Onsite – 5 Days/Week)
- 💼 Employment Type: Full-Time | Permanent
- We are looking for an experienced Workforce Management (WFM) Analyst to join a high-volume voice/contact center operation. If you have a strong background in workforce planning, forecasting, scheduling, and real-time management, we'd love to hear from you!
- Key Responsibilities
- Develop short-term and long-term forecasts for call volumes, AHT, and staffing requirements.
- Perform forecast vs. actual analysis and recommend staffing improvements.
- Create and maintain schedules to meet SLA, ASA, occupancy, and service level targets.
- Monitor real-time queues and make intraday staffing adjustments.
- Track key WFM metrics, including AHT, SLA, ASA, occupancy, shrinkage, adherence, and backlog.
- Prepare daily, weekly, and monthly workforce reports with actionable insights.
- Partner with Operations, Quality, and Training teams to optimize workforce performance.
- Present workforce trends, reports, and recommendations to leadership.
- Support workforce planning for new initiatives, ramp-ups, and operational transitions.
- Required Qualifications
- 5+ years of Workforce Management experience supporting voice/contact center operations.
- Hands-on experience in:
- Workforce Forecasting
- Scheduling
- Capacity Planning
- Queue Management
- Intraday/Real-Time Management
- Advanced Microsoft Excel skills (Pivot Tables, formulas, dashboards, data analysis).
- Experience preparing reports and presentations using Microsoft PowerPoint.
- Strong knowledge of contact center KPIs, including:
- SLA
- ASA
- AHT
- Occupancy
- Shrinkage
- Adherence
- Excellent analytical, communication, and problem-solving skills.
- Preferred Qualifications
- Experience supporting U.S.-based voice operations.
- Experience in large-scale, multi-queue inbound and outbound contact center environments.
- Ability to thrive in a fast-paced, SLA-driven environment.
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Workforce Management (WFM) Analyst – Voice Operations
E-Solutions
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