Workforce Analyst

The Workforce Analyst role supports multi-department contact center operations through strategic and tactical workforce planning, forecasting, scheduling, real-time management, and performance analytics. This position translates contact demand and business requirements into staffing, training, and scheduling strategies to optimize resources, support regulatory and company performance goals, and improve customer and employee experiences. The role involves developing forecasts, creating training and staffing plans, managing employee schedules, and monitoring real-time contact volume and operational performance. Additionally, the analyst owns reporting and analytics for CSR and team performance, partnering with leadership to strengthen workforce management and training processes.