Hybrid Workforce Management Analyst

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• Job title: Workforce Management Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $50,830 - $81,329 per year
• Degree requirement: High School Diploma
• Tech skills: SQL, Tableau, VBA
• Location requirements: Hybrid, United States

About the role

• Workforce Management Analyst optimizing staffing, scheduling, and real-time performance at PacificSource. Analyzing data trends to ensure operational efficiency and customer satisfaction.

Responsibilities

• Optimize staffing, scheduling, and real-time contact center performance to meet service level and efficiency
• Analyze historical trends to develop short- and long-term forecasts across all channels
• Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off)
• Monitor real-time volume, queue health, service levels, agent states, and schedule adherence
• Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA
• Execute intraday schedule adjustments and modify staffing, routing, skilling or workload distribution to match demand
• Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams
• Produce daily, weekly, and monthly KPI reporting and deliver intraday updates on volume, adherence, absenteeism, and arrival patterns
• Conduct root cause analysis for forecast variances and performance deviations
• Present actionable insights and recommendations to leadership to improve operational efficiency and customer experience
• Serve as the central communication point for intraday updates, staffing risks, system issues, and queue performance
• Partner with Operations, HR, Quality, Training, IT, and WFM teams to resolve issues impacting service levels and customer experience.

Requirements

• Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text)
• Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems
• Experience identifying performance risks proactively and taking corrective action to maintain service level targets required
• High school diploma or equivalent required
• Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred
• Strong understanding of contact center KPIs (AHT, ASA, service level, shrinkage, adherence, occupancy, call arrival patterns) and their application in real-time decision making
• Knowledge of Workforce Management disciplines including forecasting, scheduling, intraday management, and multi-skill/multi-channel operations
• Proficiency with WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio), call routing concepts, and general call center technologies
• Skill in data analysis and visualization, with familiarity using BI tools such as Power BI or Tableau for real-time reporting
• Strong technical proficiency with Microsoft Excel, Access, SQL, and other analytical tools.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities