WFM Scheduling & Forecasting Analyst

Citizens; Johnston (RI); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Citizens in Johnston, RI is seeking a Workforce Management Analyst (Hybrid – Short-Term Forecasting & Scheduling) to develop accurate 1–6 week forecasts and maintain schedule integrity across channels. You will partner with Operations and Real-Time teams to optimize staffing and meet service levels.

The role requires strong analytical skills, proficiency with WFM tools such as Verint, NICE, and Genesys, and excellent communication to share insights with leaders.

Qualifications

• 1–3 years of Workforce Management experience (forecasting, scheduling, or real-time operations).
• Strong analytical and numerical skills to interpret patterns and data trends.
• Experience with WFM tools (Verint, NICE, Genesys) and Excel proficiency.

Responsibilities

• Analyze interval-level trends to produce short-term forecasts (1–6 weeks).
• Build and maintain staffing schedules across channels and skills.
• Identify gaps and coordinate with Real-Time teams on intraday adjustments.
• Deliver weekly staffing outlooks and communicate changes to leaders.

Skills

Workforce Management

Analytical Skills

Communication Skills

Tools

Verint

NICE

Genesys

Excel

Job description

Citizens in Johnston, RI is seeking a Workforce Management Analyst (Hybrid – Short-Term Forecasting & Scheduling) to develop accurate 1–6 week forecasts and maintain schedule integrity across channels. You will partner with Operations and Real-Time teams to optimize staffing and meet service levels.

The role requires strong analytical skills, proficiency with WFM tools such as Verint, NICE, and Genesys, and excellent communication to share insights with leaders.