AI-Driven Workforce Management Analyst

United States Digital Space LLC; Denver, Las Vegas (CO, NV); Hybrid; USD 105,000 - 129,000; Full time

Job summary

United States Digital Space LLC in Denver is seeking a Workforce Management Analyst who will bridge planning and performance across scheduling and intraday operations. You will report into the WFM team and contribute to scaling operations, building the next generation WFM tooling with AI fluency.

The role emphasizes proactive thinking, data-driven decisions, and partnerships with operations leaders to protect service levels and customer experience.

Qualifications

• 7-8+ years of contact center WFM experience spanning scheduling, intraday, operational reporting.
• AI fluency required: able to adopt and operationalize AI tools in a WFM context; hands-on automation experience.
• Strong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership.
• Demonstrated experience with WFM platforms and a track record of quickly learning and adopting new tools and technologies.
• Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders.

Responsibilities

• Build and maintain optimized, multi-department schedules; manage time off and non-productive activities to achieve service level targets across all contact channels.
• Interpret automated performance signals and intraday data to make strategic staffing decisions — including queue routing changes, skill adjustments, and escalations.
• Facilitate daily and weekly performance reviews with operations leaders: identify root causes of variance and drive corrective actions.
• Manage queue and skill routing changes to align staffing with demand and maintain service level achievement.
• Design, build, and continuously improve WFM automation — including intraday alert systems, push reports, dashboards, and workflow integrations — using AI tools and scripting.
• Communicate proactively with internal stakeholders and external vendors to surface staffing impacts, propose mitigations, and deliver data-driven insights.

Skills

WFM experience

AI fluency

Data visualization

Dashboard development

Tooling automation

Leadership

Stakeholder communication

System administration

Tools

WFM platforms

Job description

United States Digital Space LLC in Denver is seeking a Workforce Management Analyst who will bridge planning and performance across scheduling and intraday operations. You will report into the WFM team and contribute to scaling operations, building the next generation WFM tooling with AI fluency.

The role emphasizes proactive thinking, data-driven decisions, and partnerships with operations leaders to protect service levels and customer experience.