Remote Workforce Forecasting & Scheduling Analyst

AFMC; Fort Smith (AR); Hybrid; USD 52,000 - 78,000; Full time

Job summary

AFMC is seeking a Workforce Management Analyst to ensure call center staffing aligns with forecasted demand and service level objectives. The role emphasizes analyzing call volume, productivity, and trends to drive scheduling decisions and real-time adjustments.

You will collaborate with operations to optimize resources, produce dashboards on service levels and occupancy, and contribute to continuous process improvements within a dynamic call center environment.

Qualifications

• Advanced MS Office skills and strong data interpretation abilities.
• Three years’ experience in call center operations or data analysis.
• Experience with workforce management systems (Verint, NICE, Genesys).
• Strong English spelling, grammar, and communication skills.

Responsibilities

• Generate staff schedules based on forecasted volume to meet service levels.
• Analyze call volume, productivity, attrition and historical performance to forecast staffing needs.
• Monitor associate behavior, efficiency, and availability and report real-time deficiencies.

Skills

MS Office

Typing 25 wpm

Business English

Analytical skills

Data interpretation

Excel

Call center metrics

Multi-system data handling

Education

High School Diploma

Associate’s degree (business, statistics, analytics, or related field)

Tools

Verint

NICE

Genesys

Job description

AFMC is seeking a Workforce Management Analyst to ensure call center staffing aligns with forecasted demand and service level objectives. The role emphasizes analyzing call volume, productivity, and trends to drive scheduling decisions and real-time adjustments.

You will collaborate with operations to optimize resources, produce dashboards on service levels and occupancy, and contribute to continuous process improvements within a dynamic call center environment.