Strategic WFM Scheduling & Forecasting Analyst

Citizens; Pittsburgh (Allegheny County); Hybrid; USD 65,000 - 90,000; Full time

Job summary

The Workforce Management Analyst at Citizens leads short-term forecasting and scheduling to keep service levels on track. This hybrid role partners with Operations, Real‑Time Management, and other WFM functions to create data‑driven staffing plans that support customers and colleagues.

This position requires strong analytical skills, clear communication, and the ability to adapt in a fast‑paced environment where business needs shift quickly.

Qualifications

• 1–3 years of Workforce Management experience (forecasting, scheduling, or real‑time operations).
• Strong analytical and numerical skills with the ability to interpret patterns and data trends.
• Experience with WFM tools (Verint, NICE, Genesys, or equivalent).
• Proficient in Excel or Google Sheets (pivot tables, lookups, intermediate formulas).
• Strong communication and relationship‑building skills.
• Ability to prioritize and pivot quickly in a dynamic environment.

Responsibilities

• Analyze interval‑level call, chat, and digital channel trends to produce accurate short‑term forecasts (1–6 weeks).
• Update forecasts based on emerging patterns (volume spikes, AHT variances, staffing changes, outages, seasonality, etc.).
• Partner with Operations and Real‑Time teams to align intraday assumptions and discuss forecast risks or recommended adjustments.
• Conduct post‑interval and post‑day variance analysis to continuously refine forecast accuracy.
• Build and maintain schedules that align staffing supply with short‑term demand across channels, skill sets, and business lines.
• Adjust schedules proactively during weekly planning cycles—moving breaks, lunches, meetings, and offline activities to optimize coverage.
• Implement same‑day or next‑day schedule updates when necessary, while ensuring appropriate notice to colleagues.
• Maintain compliance with labor policies, schedule constraints, and accommodation requirements.
• Identify upcoming risk periods (high volume, low staffing, training impacts, shrinkage spikes) and recommend mitigation strategies.
• Collaborate with Real‑Time Analysts to ensure planned schedules and intraday actions are aligned.
• Support rollout and adoption of WFM system enhancements, forecasting models, schedule optimization features.
• Provide recommendations on staffing deployments that improve service levels, occupancy balance, and interval performance.
• Deliver clear weekly staffing outlooks, identifying gaps, risks, and action plans for leadership.
• Communicate schedule changes and staffing adjustments to leaders with clarity and appropriate context.
• Prepare short‑term capacity updates (daily/weekly), including forecast accuracy, shrinkage expectations, staffing coverage, and service‑level impact.

Skills

Forecasting

Scheduling

Real-Time Operations

Excel

Communication

Tools

Verint

NICE

Genesys

Excel

Job description

The Workforce Management Analyst at Citizens leads short-term forecasting and scheduling to keep service levels on track. This hybrid role partners with Operations, Real‑Time Management, and other WFM functions to create data‑driven staffing plans that support customers and colleagues.

This position requires strong analytical skills, clear communication, and the ability to adapt in a fast‑paced environment where business needs shift quickly.