Workforce Management (WFM) Analyst - Contact Center

Job Description: Workforce Management (WFM) Analyst – Contact Center About Fibernow For over 20 years, Fibernow has delivered high-performance fiber internet, cloud-based TV, smart WiFi, and managed IT services to residential communities and businesses across Florida. Backed by DigitalBridge, a global alternative asset manager with over $108B invested in digital infrastructure, Fibernow combines deep fiber expertise with institutional scale to accelerate network expansion. As we enter our next phase of growth, Fibernow is rapidly expanding into new communities and territories while enhancing the customer experience across every touchpoint. Our focus is simple: deliver fast, reliable connectivity and build long-term partnerships with the communities and businesses we serve. Why Join Fibernow This is a pivotal moment to join our team. Fibernow is scaling with intention, investing in brand, technology, and talent, and infrastructure to support rapid expansion. If you thrive in a fast-paced environment and are excited by the opportunity to help shape the future of a growing fiber provider, Fibernow offers a unique chance to grow alongside the business and make a meaningful impact. Position Summary The Workforce Management (WFM) Analyst is responsible for ensuring the contact center is appropriately staffed to meet service level goals while maintaining efficiency and a high-quality customer experience. In a small team environment, this role plays a critical hands‑on role across forecasting, scheduling, and real‑time management, requiring both analytical expertise and operational agility. Key Responsibilities Forecasting & Capacity Planning Develop contact volume forecasts (calls, chats, emails, and/or digital channels) using historical data, trends, and business inputs Translate forecasts into staffing requirements using capacity models (e.g., Erlang) Partner with leadership to align staffing plans with service level targets and budget constraints Create optimized agent schedules aligned with forecasted demand Manage time‑off requests, shift changes, and schedule adjustments Monitor adherence and shrinkage Real-Time Operations (RTA) Monitor queues, service levels, ASA, abandonment rates, and occupancy Make intraday adjustments to meet performance targets Communicate real‑time updates to stakeholders Performance Reporting & Insights Produce reports on KPIs such as service level, AHT, occupancy, and forecast accuracy Analyze performance variances and recommend improvements Provide insights to improve efficiency and customer experience Process & Tool Optimization Support WFM tools such as NICE, Verint, or Genesys Refine forecasting and scheduling processes Document WFM procedures and best practices Qualifications Required 2+ years in contact center WFM or operations Strong Excel and analytical skills Knowledge of contact center metrics (SLA, AHT, shrinkage, occupancy) Preferred Experience with WFM platforms (NICE, Verint, Genesys, Calabrio) Familiarity with staffing models Experience in multi‑channel environments Adaptability and proactive mindset Small contact center team Combination of strategic planning and daily operations #J-18808-Ljbffr Fibernow