WFM Analyst — 24/7 Center Forecasting & Scheduling

Magic; United States; Remote; USD 10,000 - 15,000; Full time

Job summary

Magic is seeking a Workforce Management Analyst to optimize staffing for a 24/7 contact center, driving forecasts and schedules that maximize service levels. The role focuses on data-driven decision making and cross‑functional collaboration to support rapid growth.

Responsibilities include capacity planning, schedule optimization, attendance monitoring, and performance analytics to ensure efficient operations while maintaining agent wellbeing.

Qualifications

• Minimum 2 years of workforce management or forecasting experience in a contact center, BPO, or e‑commerce environment.
• Advanced proficiency with Deputy and Google Sheets or Excel.
• Demonstrated ability to analyze large datasets and translate findings into actionable plans.
• Experience using tools such as Gorgias and Slack.
• Strong written and verbal communication skills.

Responsibilities

• Forecasting and capacity planning across multiple channels to support a 24/7 operation.
• Develop and manage daily, weekly, and monthly agent schedules; adjust in real time.
• Monitor attendance, schedule adherence, and time-off requests; address issues with leadership.
• Generate and interpret workforce reports; identify automation and process improvements.
• Collaborate with CX Talent, Team Leads, and WFM Lead on hiring strategies and resource planning.

Skills

Workforce planning

Forecasting

Data analysis

Communication

Tools

Deputy

Google Sheets

Excel

Gorgias

Slack

Job description

Magic is seeking a Workforce Management Analyst to optimize staffing for a 24/7 contact center, driving forecasts and schedules that maximize service levels. The role focuses on data-driven decision making and cross‑functional collaboration to support rapid growth.

Responsibilities include capacity planning, schedule optimization, attendance monitoring, and performance analytics to ensure efficient operations while maintaining agent wellbeing.