Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst to support a contact center project for the Department of Veterans Affairs.

Key Responsibilities:

• Forecast call volumes, handle times, and staffing needs using historical data and predictive models
• Build and maintain agent schedules to ensure service level coverage
• Monitor real-time metrics and make intraday staffing adjustments as needed

Required Qualifications:

• Bachelor's degree in Business, Mathematics, Statistics, or a related field (or equivalent experience)
• 2+ years of WFM experience in a contact center environment
• Proficient with WFM software and Microsoft Excel
• Familiarity with contact center KPIs and scheduling compliance
• Experience with data visualization and reporting tools is a plus