Workforce Analyst

Optimizing workforce performance in a remote environment, the full-time Workforce Analyst will manage forecasting, scheduling, and real-time optimization of the Contact Center while leveraging data analytics and emerging technologies to drive continuous improvement. Key responsibilities Develop and maintain short- and long-term workforce forecasts to ensure appropriate staffing levels Create and manage strategic schedules that balance service levels and employee experience Analyze workforce performance trends and provide actionable insights through meaningful reporting Required qualifications High School diploma or equivalent experience 2+ years of experience in workforce management or contact center operations Experience with forecasting, scheduling, and real-time workforce management Advanced proficiency in Excel or similar tools for data analysis and reporting Familiarity with NICE CXone or similar workforce management platforms is preferred