Senior Workforce Analyst - Contact Center

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Workforce Analyst - Contact Center in the United States.

This role is designed for an analytical and detail-oriented professional who will oversee and optimize workforce planning in a dynamic contact center environment. You will monitor real-time operations, forecast staffing needs, and ensure service levels are maintained while collaborating with multiple stakeholders. The position provides significant exposure to workforce management tools and analytics, supporting operational efficiency and customer satisfaction. You will act as a key liaison between leadership, operations, and BPO partners, applying insights to make data-driven decisions. This is an opportunity to influence scheduling strategies, drive process improvements, and contribute to the success of a high-volume, multi-skill contact center. The role is fully remote within the United States, offering a structured yet collaborative work environment.

Accountabilities:

Monitor real-time call volumes, average handle times (AHT), and staffing requirements in a multi-skill contact center
Forecast call volume, AHT, and shrinkage at monthly, daily, and interval levels to guide scheduling decisions
Perform administrative and operational tasks within workforce management software to support BPO partners
Manage intraday staffing adjustments based on real-time data analysis and historical trends
Establish and maintain communication channels with vendors and internal teams to ensure workforce needs are met
Act as a cross-functional point of contact for workforce management issues impacting production
Foster a positive team environment that encourages collaboration, efficiency, and performance

Requirements:

4+ years of experience in contact center workforce management
3+ years of experience using NICE IEX or comparable workforce management software
Proven experience forecasting call volume, AHT, and shrinkage
Experience with scheduling functionality within workforce management tools
Prior experience working with BPO partners preferred
Strong analytical, problem-solving, and communication skills
Ability to collaborate effectively with leadership, operations, and external vendors
Knowledge of contact center operations and customer service processes

Benefits:

Medical, Dental, Vision, Disability, and Life insurance coverage starting the first month after employment
401(k) plan with employer matching
Paid vacation, personal/sick days, and bereavement leave
Employee Profit Sharing Program
50% discount on wireless services
Paid training and professional development opportunities
Advancement opportunities, with preference for promoting from within

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Senior Workforce Analyst - Contact Center

Requirements:

Benefits:

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