Remote Senior WFM Analyst - Forecast & Capacity Lead

World Education Services, Inc.; New York (NY); Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible scheduling

Generous time-off policies

Training and tuition reimbursement

Comprehensive wellness programs

Job summary

World Education Services, Inc. is looking for a Senior Workforce Management Analyst to manage forecasting and capacity planning in their Customer Service department. This remote role is vital for maintaining and improving operational efficiency and improving service levels.

The ideal candidate will have extensive experience in workforce management and should be comfortable presenting insights to senior leadership. The position offers an inclusive work environment with a focus on development and community.

Qualifications

• 5–8+ years of Workforce Management experience in customer service.
• Proven history of building WFM processes from the ground up.
• Strong analytical abilities with proficiency in Excel.

Responsibilities

• Design and maintain contact volume forecasts.
• Develop headcount models for hiring and productivity.
• Partner with vendors on staffing strategies and performance.

Skills

Workforce Management

Forecasting

Capacity Planning

Data Analysis

Excel proficiency

Communication

BPO experience

Education

Bachelor's degree in a relevant field

Tools

NICE

Verint

Genesys

Job description

World Education Services, Inc. is looking for a Senior Workforce Management Analyst to manage forecasting and capacity planning in their Customer Service department. This remote role is vital for maintaining and improving operational efficiency and improving service levels.

The ideal candidate will have extensive experience in workforce management and should be comfortable presenting insights to senior leadership. The position offers an inclusive work environment with a focus on development and community.