Contact Center WFM Analyst: Forecast, Schedule & Optimize

Rural King; Mattoon (IL); On-site; USD 40,000 - 46,000; Full time

Job summary

Rural King in Mattoon, IL is seeking a Workforce Management Analyst to expertly manage contact center scheduling, forecasting, and real-time intraday decisions to sustain service levels and support a positive customer and associate experience.

You will own end-to-end scheduling, forecast accuracy, and intraday adjustments, partnering with leadership to identify gaps, optimize staffing, and implement data-driven improvements across reporting, dashboards, and WFM systems.

Qualifications

• 2+ years of workforce management, scheduling, or contact center operations experience.
• Proficiency with Microsoft Excel for data analysis and reporting.
• Experience with WFM software such as Calabrio, Verint, or Aspect.
• Excellent verbal and written communication skills.
• Strong analytical ability to identify trends and improve forecast accuracy.
• Ability to manage multiple tasks and adapt to changing priorities.

Responsibilities

• Own end-to-end scheduling for the Contact Center, building and publishing associate schedules that balance staffing requirements, service level goals, and associate preferences.
• Forecast contact volume, average handle time, and staffing requirements, using historical trends and business drivers to build accurate short- and long-term forecasts.
• Intraday management by monitoring real-time queues, adherence, and service levels, and making adjustments to staffing, breaks, and skill routing to respond to shifting demand.
• Partner with Contact Center leadership to identify staffing gaps or surpluses and recommend hiring, overtime, or schedule adjustments.
• Analyze historical performance data to identify trends, root causes of service level misses, and opportunities to improve forecast accuracy.
• Build and maintain reporting and dashboards that track key WFM metrics such as service level, occupancy, adherence, shrinkage, and forecast accuracy.
• Configure and maintain the workforce management system, ensuring schedules, forecasts, and business rules stay accurate and current.
• Collaborate with Contact Center trainers and supervisors to schedule around training, meetings, and other non-phone activities without disrupting coverage.
• Communicate schedule changes, forecast updates, and intraday adjustments clearly to leadership and associates.
• Take ownership of challenging assignments and have the autonomy to implement innovative solutions.
• Act as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes.
• Actively participate in learning initiatives offered such as training programs, workshops, and webinars.
• Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King's Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

Skills

Scheduling

Forecasting

Real-time operations

Excel

Communication skills

Time management

Analytical thinking

Tools

Calabrio

Verint

Aspect

Excel

Job description

Rural King in Mattoon, IL is seeking a Workforce Management Analyst to expertly manage contact center scheduling, forecasting, and real-time intraday decisions to sustain service levels and support a positive customer and associate experience.

You will own end-to-end scheduling, forecast accuracy, and intraday adjustments, partnering with leadership to identify gaps, optimize staffing, and implement data-driven improvements across reporting, dashboards, and WFM systems.