What are the responsibilities and job description for the Workforce Management Analyst position at ExecuSource?
Please note that this role is a contract to hire position that will convert between 3-5 months.
This position will be FULLY ONSITE in Richardson, TX.
Pay: $24-31/hr
Position Summary
We are seeking a Workforce Management (WFM) Analyst to oversee headcount forecasting and scheduling for internal teams and vendor partners. In this role, you will collaborate closely with Contact Center leadership to develop accurate volume forecasts and schedules that ensure service level agreements (SLAs) are met across multiple teams.
Key Responsibilities
- Develop, maintain, and generate operational reports and dashboards using Microsoft Excel, PowerPoint, and Power BI.
- Analyze trends and collaborate with leadership to forecast staffing requirements and create effective schedules.
- Provide strategic workforce guidance to optimize operational efficiency.
- Communicate staffing needs and updates with frontline leadership.
- Present forecasting and scheduling insights to executive leadership.
- Ensure adherence to SLA and performance metrics, implementing strategies to drive success.
- Manage and maintain the scheduling database.
- Monitor agent schedule adherence and make adjustments as needed.
- Assist with budget-related workforce planning tasks.
- Participate in additional projects and assignments as needed.
Required Qualifications
- Bachelor’s degree in Communications or a Workforce Management (WFM) certification from an accredited institution.
- At least 2 years of experience in a WFM analyst role, focusing on forecasting and scheduling for large, diverse teams.
- Proven success in workforce planning and scheduling.
- Strong analytical and reporting skills, with the ability to develop and present reports to executive leadership.
- Flexibility to work outside standard hours when needed, particularly during transitions.
- Comfortable working in an open-concept office environment.
Salary : $24 - $31
