Strategic Workforce Forecasting & Scheduling Analyst

WSP USA; Aurora (CO); On-site; USD 56,000 - 59,000; Full time

Job summary

WSP USA is seeking a Workforce Analyst to support Contact Center teams across phone, email, and chat. You will forecast workload, build schedules, monitor intraday activity, and generate reports to drive service levels and efficiency.

Collaborate with Operations, Training, and Quality to address staffing needs, analyze trends, and provide data-driven recommendations. This role requires a strong eye for detail and ability to work across multiple data sources.

Qualifications

• Experience forecasting and scheduling for contact centers.
• Ability to analyze historical and real-time data to identify trends.
• Proven ability to produce actionable workforce recommendations.

Responsibilities

• Develop short- and long-term workforce forecasts using historical data and metrics.
• Create and maintain employee schedules to align with forecasted workload.
• Monitor real-time contact volumes, staffing levels, and service levels to address intraday needs.
• Make recommendations on overtime, undertime, and schedule changes based on forecast and real-time conditions.
• Prepare and distribute accurate daily, weekly, monthly, and ad-hoc workforce reports and dashboards.

Skills

Forecasting

Scheduling

Intraday management

Reporting

Data analysis

Tools

Workforce management systems

Job description

WSP USA is seeking a Workforce Analyst to support Contact Center teams across phone, email, and chat. You will forecast workload, build schedules, monitor intraday activity, and generate reports to drive service levels and efficiency.

Collaborate with Operations, Training, and Quality to address staffing needs, analyze trends, and provide data-driven recommendations. This role requires a strong eye for detail and ability to work across multiple data sources.