Senior Workforce Analyst - Contact Center at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Workforce Analyst - Contact Center in the United States.

This role is designed for an analytical and detail-oriented professional who will oversee and optimize workforce planning in a dynamic contact center environment. You will monitor real-time operations, forecast staffing needs, and ensure service levels are maintained while collaborating with multiple stakeholders. The position provides significant exposure to workforce management tools and analytics, supporting operational efficiency and customer satisfaction. You will act as a key liaison between leadership, operations, and BPO partners, applying insights to make data-driven decisions. This is an opportunity to influence scheduling strategies, drive process improvements, and contribute to the success of a high-volume, multi-skill contact center. The role is fully remote within the United States, offering a structured yet collaborative work environment.

• Monitor real-time call volumes, average handle times (AHT), and staffing requirements in a multi-skill contact center
• Forecast call volume, AHT, and shrinkage at monthly, daily, and interval levels to guide scheduling decisions
• Perform administrative and operational tasks within workforce management software to support BPO partners
• Manage intraday staffing adjustments based on real-time data analysis and historical trends
• Establish and maintain communication channels with vendors and internal teams to ensure workforce needs are met
• Act as a cross-functional point of contact for workforce management issues impacting production
• Foster a positive team environment that encourages collaboration, efficiency, and performance

• 4+ years of experience in contact center workforce management
• 3+ years of experience using NICE IEX or comparable workforce management software
• Proven experience forecasting call volume, AHT, and shrinkage
• Experience with scheduling functionality within workforce management tools
• Prior experience working with BPO partners preferred
• Strong analytical, problem-solving, and communication skills
• Ability to collaborate effectively with leadership, operations, and external vendors
• Knowledge of contact center operations and customer service processes

• Medical, Dental, Vision, Disability, and Life insurance coverage starting the first month after employment
• 401(k) plan with employer matching
• Paid vacation, personal/sick days, and bereavement leave
• Employee Profit Sharing Program
• 50% discount on wireless services
• Paid training and professional development opportunities
• Advancement opportunities, with preference for promoting from within