Remote Workforce Forecasting & Scheduling Analyst

Jobgether; Oregon; Hybrid; USD 60,000 - 73,000; Full time

Benefits offered by this job

Fully remote work within the United St

Healthcare coverage

Retirement savings plan

Paid time off

Equipment provided

Life and disability insurance

Job summary

Jobgether is seeking a detail-oriented Workforce Services Analyst for a fully remote role in the United States. You will optimize contact center performance through forecasting, scheduling, and data-driven analysis, analyzing inbound call and web chat volumes to support service levels and operational efficiency.

This position requires strong analytical skills, experience with workforce management platforms, and the ability to translate data into actionable recommendations.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• At least three years of related professional experience in workforce planning/forecasting.
• Experience forecasting inbound contact center volumes and back-office workloads preferred.
• Experience with workforce management software.
• Strong analytical and communication skills.

Responsibilities

• Analyze inbound call and web chat patterns to identify workforce optimization opportunities.
• Develop forecasts for inbound volumes and back-office workloads.
• Monitor forecast accuracy and adjust forecasts to meet service objectives.
• Determine agent schedules and workload allocation plans.
• Maintain production data, staffing plans, and attendance records.
• Track schedule adherence and address deviations in real time.
• Create ad hoc reports, dashboards, and summaries on scheduling and performance metrics.
• Use WFM platforms to forecast, schedule, and monitor performance.

Skills

Analytical skills

Communication skills

Attention to detail

Time management

Problem-solving

Independent work

Education

Bachelor's degree or equivalent

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Jobgether is seeking a detail-oriented Workforce Services Analyst for a fully remote role in the United States. You will optimize contact center performance through forecasting, scheduling, and data-driven analysis, analyzing inbound call and web chat volumes to support service levels and operational efficiency.

This position requires strong analytical skills, experience with workforce management platforms, and the ability to translate data into actionable recommendations.