Senior Workforce Management Analyst

This is a fully remote position, open to applicants in New York.

📋 Description

• Create, develop, and sustain contact volume forecasts from the ground up across three tiers of support (e.g., Tier 1, Tier 2, Tier 3).

• Anticipate demand across various channels, including voice, email, chat, and social media, while considering seasonality, business influences, and growth trends.

• Define forecasting methodologies, assumptions, and documentation to facilitate scalability and precision over time.

• Regularly assess forecast accuracy and refine models to enhance performance.

• Construct short-term and long-term staffing models to align with hiring strategies, attrition rates, productivity changes, and service level objectives.

• Convert projected demand into staffing needs, schedules, and capacity strategies for internal teams and external BPO partners.

• Collaborate closely with outsourcing vendors on workforce planning, staffing methodologies, and performance oversight.

• Work in tandem with Customer Service Leadership on BPO budgeting, forecasting, and long-term financial strategies.

• Act as a vital member of the Customer Service Leadership Team, providing strategic insights and operational recommendations.

⛳️ Requirements

• 5–8+ years of experience in Workforce Management, forecasting, or capacity planning within a customer service or contact center setting.

• Demonstrated success in establishing WFM processes from inception, including forecasting, capacity planning, and headcount modeling.

• Practical experience in managing or supporting outsourced/BPO contact center operations.

• Extensive knowledge in contact volume forecasting across diverse channels and support tiers.

• Advanced skills in Excel and/or Google Sheets (complex models, assumptions, scenario analysis).

• Familiarity with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) is highly preferred.

• Ability to convert intricate data into clear insights and presentations suitable for executive audiences.

• Strong business insight with the capability to link workforce planning to customer experience.

• Proven ability to influence cross-functional leaders without direct authority.

• Comfortable navigating ambiguity and creating structure in uncharted territories.

• Exceptional communication abilities, with experience in presenting to senior leadership.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities

• Remote work options

• Wellness programs