Senior Analyst, Workforce Management Systems, Client Relations Center

Brobston Group; Grand Prairie (TX); On-site; USD 75,000 - 105,000; Full time

Job summary

Brobston Group is seeking a Workforce Management Systems Analyst to oversee the implementation, maintenance, and optimization of workforce management tools within the Client Relations Center. This role supports forecasting, scheduling, and capacity planning to balance staffing efficiency with excellent client service.

Responsibilities include maintaining WFM systems, managing labor models and schedules, analyzing forecasts and service levels, and communicating risks and corrective actions to

Qualifications

• 4+ years of workforce management experience in a contact center.
• Experience with workforce management systems such as Calabrio, UKG, Reflexis, or Quiynx.
• Bachelor's degree in information systems, computer science, analytics, or related field preferred.
• Strong analytical, organizational, and written and verbal communication skills.
• Ability to work independently in a fast-paced, evolving environment and manage multiple tasks with attention to detail.

Responsibilities

• Maintain and optimize workforce management systems and configurations.
• Analyze forecasts, queue health, service levels, and staffing alignment.
• Lead intraday adjustments and communicate risks and corrective actions to leadership.
• Present findings in stakeholder meetings identifying gaps, risks, and recommendations.

Skills

Workforce management

Forecasting

Scheduling

Data analysis

Communication skills

Education

Bachelor's degree in Information Systems/Computer Science/Analytics

Tools

Calabrio

UKG

Reflexis

Quiynx

Job description

Summary

The Workforce Management Systems Analyst oversees the implementation, maintenance, and optimization of workforce management tools for the Client Relations Center. The role supports forecasting, scheduling, and capacity planning to balance staffing efficiency with exceptional client service.

Responsibilities

• Maintain and enhance workforce management systems and optimize software configuration.
• Manage labor models, schedules, staffing plans, volume forecasts, and scheduling processes.
• Analyze and report forecasts, variances, queue health, service levels, staffing alignment, and adherence.
• Make intraday adjustments and communicate performance risks and corrective actions to leadership and stakeholders.
• Lead stakeholder meetings to share operational gaps, risks, and recommendations.

Requirements

• At least four years of workforce management experience in a contact center environment.
• Experience with workforce management systems such as Calabrio, UKG, Reflexis, or Quiynx.
• A degree in information systems, computer science, business, analytics, or a related field is preferred.
• Strong analytical, organizational, and written and verbal communication skills.
• Ability to work independently in a fast-paced, evolving environment and manage multiple tasks with attention to detail.