Workforce Management Analyst

The Workforce Management Analyst supports day-to-day workforce planning and operational execution across internal FTE teams and BPO partners within the Support Services team. This role involves maintaining workforce capacity models, analyzing performance trends, and providing data-driven recommendations to sustain service levels and improve vendor performance. The position requires real-time monitoring of agent activity, forecasting contact volume, and managing scheduling to ensure consistent customer support in a fast-paced contact center environment.