Senior Workforce Analyst

Job Summary

A company is looking for a Senior Workforce Analyst to enhance operational efficiency and member satisfaction in their Contact Center and Retail teams.

Key Responsibilities

• Lead the development of long- and short-range forecasts, capacity and budget planning, and hiring strategies
• Build optimized schedules and guide workforce strategy across departments
• Mentor junior analysts and collaborate with cross-functional teams to improve operational efficiency

Required Qualifications

• High School diploma or equivalent work/educational experience
• 3-5 years of Workforce Management experience, preferably in a Contact Center or Retail environment
• Experience in leading WFM initiatives, including forecasting, scheduling, and real-time management
• Proven ability to manage capacity planning, budget forecasting, and hiring strategy
• Strong analytical skills to translate data into actionable insights