Sr Workforce Management Analyst - Contact Center Operations

Overview We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own forecasting, capacity planning, and reporting across our inbound and outbound contact center operations. This role requires strong SQL expertise and hands-on experience with cloud-based contact center platforms (NICE inContact / CXone, RingCentral, or similar). The ideal candidate thrives at the intersection of data, operations, and strategy, helping us improve service levels, optimize staffing, and deliver an exceptional patient experience. We are seeking candidates with 4+ years of workforce management experience in a high-volume contact center environment. Responsibilities Analyze and interpret contact center KPIs (Service Level, ASA, Abandonment, Occupancy, Shrinkage, etc.) and deliver executive-level reporting. Partner with process innovation team to develop self-service reporting dashboards in SQL and BI tools (Power BI, Tableau, Looker, etc.) Build, maintain, and refine short- and long-term forecasts for contact volumes, handle times, and staffing requirements across multiple sites or business lines. Leverage advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization. Conduct capacity planning and scenario modeling to inform hiring, scheduling, and performance improvement strategies. Write and optimize SQL queries to extract, transform, and analyze large data sets for actionable insight. Support scheduling and intraday management strategies in collaboration with WFM scheduling and real-time teams as needed. Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (NICE CXone, DialPad, RingCentral, ServiceNow, etc.). Lead and contribute to process improvement initiatives focused on efficiency, automation, and agent engagement. Qualifications Minimum Education Required: Bachelor’s degree in Business, Mathematics, Statistics, Data Analytics, or a related field — or equivalent work experience. Preferred: Master’s degree in Data Science, Operations Research, or a related quantitative discipline Minimum Experience Required: 4+ years of workforce management experience in a high-volume contact center environment. Demonstrated proficiency in SQL and data visualization/reporting tools. Hands‑on experience with NICE inContact / CXone, RingCentral, or other major contact center platforms. Preferred: Experience applying machine learning, NLP, or advanced forecasting models to contact center or workforce management data. Experience supporting multi‑site or global operations with complex vendor partnerships. Familiarity with automation tools (Python, R, or API integrations). Knowledge Skills and Abilities Deep understanding of Erlang-C modeling, interval‑based forecasting, shrinkage planning, and occupancy optimization. Advanced proficiency with Excel, SQL, and BI tools (Power BI, Tableau, Looker). Strong grasp of contact center KPIs and their operational drivers. Excellent analytical and problem‑solving skills with the ability to simplify complex data for diverse audiences. Exceptional communication and presentation skills — able to influence stakeholders across all levels. Highly organized, detail-oriented, and capable of managing multiple priorities independently. Proven ability to innovate and implement new tools, dashboards, or analytic techniques. Virtual Employee? Yes Salary Range 70,000-78,000 ReqID 2026-27868 Job Locations US-IL-Downers Grove Job Category Corporate - Call Center/Customer Service Pay Class Full Time #J-18808-Ljbffr