Remote Workforce Management Analyst

OpenKrill; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Vida is seeking a Workforce Management Analyst to optimize staffing and agent productivity across inbound calls, emails, and other channels. You will translate forecasts into schedules, monitor real-time performance, and collaborate with operations to meet SLAs and customer satisfaction.

Ideal candidates have a business/analytics background, 2–3 years in multi-channel centers, and strong Excel skills with data-driven mindset. This remote role supports national operations.

Qualifications

• Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field.
• 2-3 years of experience within a multi-channel contact center environment (inbound, outbound, email preferred) preferably in a Workforce Management role.
• Experience with a major WFM software platform (e.g., NICE IEX, Verint, Aspect, Genesys, Calabrio).
• Ability to collect, analyze, and interpret complex data to derive insights and make data-driven decisions.
• Understanding of various forecasting methodologies and their application in a contact center.
• Functional knowledge of WFM systems for forecasting, scheduling, and real-time management.
• Advanced Excel Skills (Google Sheets) including pivot tables, VLOOKUPs, charting, and complex formulas.
• Ability to identify issues, analyze root causes, and propose effective solutions in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to convey complex information clearly to diverse audiences (agents to leadership).
• Meticulous in data entry, reporting, and schedule creation.
• Ability to thrive in a dynamic environment, manage multiple priorities, and react calmly to unexpected events.
• Understanding of how WFM impacts customer experience.
• Ability to collaborate effectively with cross-functional teams.

Responsibilities

• Develop and maintain accurate short and long-term forecasts for multi-channel contact volumes (calls, emails, etc.).
• Translate forecasts into staffing requirements and create optimized agent schedules that meet service level targets.
• Monitor real-time performance across all channels and make proactive, intraday adjustments to staffing and applications.
• Manage agent schedule adherence, time-off requests, and other scheduling adjustments.
• Collaborate with operations, marketing, and other departments to gather insights that impact contact volume.
• Provide clear and concise communication regarding performance, schedules, and staffing decisions to leadership and the team.
• Develop and distribute regular WFM reports and dashboards on KPIs like service level and occupancy.
• Conduct root cause analysis for service misses and provide actionable insights for improvement.
• Identify opportunities to improve WFM processes and refine forecasting models based on historical analysis.Build strong working relationships with contact center leadership and agents to foster a collaborative environment.
• Additional responsibilities as needed.

Skills

Forecasting

Data analysis

Excel/Sheets

Communication

Collaboration

Problem solving

Education

Bachelor's degree in Business, Statistics, or related field

Tools

NICE IEX

Verint

Aspect

Genesys

Calabrio

Job description

Vida is seeking a Workforce Management Analyst to optimize staffing and agent productivity across inbound calls, emails, and other channels. You will translate forecasts into schedules, monitor real-time performance, and collaborate with operations to meet SLAs and customer satisfaction.

Ideal candidates have a business/analytics background, 2–3 years in multi-channel centers, and strong Excel skills with data-driven mindset. This remote role supports national operations.