Workforce Management Lead Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and sustain intricate supply-and-demand capacity models.

• Craft custom SQL queries for analyzing volume and variance.

• Establish, publish, and maintain optimized schedules, encompassing shift swaps and offline planning.

• Oversee intraday adherence and volume levels.

• Take ownership of service metric tracking, which includes SLA, ASA, and AHT.

• Automate dashboards by utilizing SQL and data visualization tools.

• Prepare and deliver weekly, monthly, and quarterly operational reports to leadership.

• Act as a strategic advisor to senior leadership.

• Provide data-driven recommendations regarding headcount requirements and shrinkage buffers.

• Collaborate with business unit leaders to present data-informed narratives that shape decision-making.

• Identify and implement enhancements to WFM workflows and reporting structures.

⛳️ Requirements

• Bachelor's degree in Data Analytics, Business, Statistics, or a related field.

• 4–6+ years of experience in Workforce Management, Capacity Planning, or Operations Analytics within multi-channel environments.

• Strong proficiency in SQL, including joins, aggregations, and window functions.

• Advanced skills in Excel or Google Sheets, including complex formulas, scenario modeling, pivot tables, and data organization.

• High level of expertise in WFM software such as Verint, NICE CXone, Genesys, Zendesk WFM, or similar platforms.

• Experience with data visualization tools like Tableau, Power BI, or Looker.

• Familiarity with creating automated, self-service dashboards using Tableau, Power BI, Looker, or Sigma.

• Basic knowledge of statistical forecasting models such as ARIMA, Holt-Winters, Erlang-C, or Erlang-A, or experience scripting in Python/R for automated data pipelines.

• Experience in setting up, configuring, or integrating a new WFM platform from the ground up.

• Lean, Six Sigma, or Agile certification, or experience in driving operational process redesign.

• Industry certifications such as COPC, CWPP, or platform-specific vendor certifications.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits.

• Company contribution to Health Savings Account.

• 401(k) matching contribution of 50% on contributions deferred up to 6% of compensation.

• 100% vesting of matching contributions after one year of employment.

• Generous Paid Time Off.

• Paid Parental Leave.

• Company-paid Life and Disability benefits.

• Flexible Spending Account.

• Employee Assistance Programs.

• Company-sponsored Business Resource and Special Interest Groups.

• Opportunities for professional development.

• Tuition reimbursement programs.

• Unlimited access to LinkedIn Learning.

• Global presence with opportunities for in-person collaboration.

• Dog-friendly headquarters.

• Remote work options for certain positions.

• Weekly catered breakfast and lunch.

• Treadmill workstations.

• Zen and wellness rooms.