Workforce Management Analyst

Position Type: Temp-to-Perm (6-Month Initial Contract) Schedule: Monday – Friday, 8:00 AM – 5:00 PM Remote Days: Tuesdays, Fridays Compensation: $28.00/hour Job Summary We are seeking a detail-oriented and analytical Workforce Management Analyst to optimize workforce effectiveness within our contact/customer service center environment. In this role, you will be responsible for scheduling, budgeting, real-time monitoring, and forecasting to ensure optimal staffing levels. You will collaborate closely with center leadership to track agent statistics, manage payroll tracking, and provide data-driven recommendations that improve operational efficiency and service quality. Key Responsibilities Forecasting & Scheduling: Develop labor schedules and utilize specialized software to forecast staffing levels and call volumes across multiple call centers based on historical data. Real-Time Monitoring: Monitor workforce management applications in real time to maintain service level targets, analyze daily call trends, and manage agent adherence/conformance to schedules. Data & Analytics: Design and maintain databases for staffing and productivity analysis. Generate daily, weekly, and monthly reports highlighting KPIs (Call Volume, Service Level, Average Handle Time, Abandon %, and Average Speed to Answer). Operational Support: Partner with leadership to provide analytical support and recommendations regarding capacity planning, occupancy, shrinkage, and budgetary expenses. Administrative Updates: Input schedule changes, process daily exceptions, and track employee hours within the payroll system. Qualifications & Requirements Education: Bachelor’s degree required (Field of study in Business, Data Science, or a related field preferred). Experience: 3+ years of experience in a Call Center Operations environment with a focus on workforce management and call management. Technical Skills: Highly Preferred: Experience using the Erlang Calculator for forecasting. Highly Preferred: Direct knowledge of Five9 phone system dashboards and reporting. Required: Proficient with Microsoft Office Suite (Advanced Excel, Word, PowerPoint, Access, Outlook). Core Competencies: Strong functional analytical skills (budgeting, costing), critical thinking, excellent communication, and the ability to multitask in a fast-paced environment. Work Environment & Physical Demands Work Setting: Hybrid office environment (3 days onsite, 2 days remote). Occasional work in a dimly lit office environment may be required for monitor/dashboard visibility. Physical Requirements: Prolonged periods of viewing computer monitors; manual dexterity for frequent computer and phone use; capability to lift and transport equipment as needed for setup. Pre-Employment Screening: Passing a standard background check, drug screening (including nicotine screening), and verification of education/references is required prior to starting. Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on click.appcast.io. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days. #J-18808-Ljbffr Randstad USA