Workforce Analyst – Contact Center Capacity Planning

The Elite Job; Delavan (WI); Híbrido; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote/hybrid options

Paid leave and holidays

Professional development opportunities

Career development in BI and analytics

Descripción de la vacante

The Elite Job is seeking a detail-oriented Workforce Analyst – Contact Center Capacity Planning to support forecasting, staffing decisions, and resource optimization. You will partner with workforce management, operations, recruitment, and training teams to ensure optimal staffing and high service levels across channels.

You will analyze historical data, identify demand patterns, and translate complex data into practical workforce strategies, balancing efficiency with employee productivity and

Formación

• Bachelor's degree in a related field.
• Strong numerical, analytical, and problem-solving abilities.
• Proficiency in forecasting, capacity planning, and workforce management principles.
• Excel proficiency: formulas, pivot tables, charts, data analysis.
• Familiarity with Power BI or Tableau for reporting.
• Ability to translate data into actionable insights.

Responsabilidades

• Forecast staffing needs across voice and other channels.
• Develop short-, medium-, and long-term workforce forecasts.
• Monitor service levels, occupancy, and performance metrics.
• Collaborate with recruitment, training, and operations teams.
• Prepare regular workforce reports for leadership and stakeholders.

Conocimientos

Forecasting

Capacity planning

Excel

Power BI

Tableau

SQL basics

Educación

Bachelor's degree in Business Administration, Mathematics, Statistics, Economics, Data Analytics, Operations Management, Industrial Engineering, or related field

Herramientas

Power BI

Tableau

SQL

Descripción del empleo

1. Job Summary

The Elite Job is seeking a detail-oriented, analytical, and proactive Workforce Analyst – Contact Center Capacity Planning to support efficient workforce management and ensure optimal staffing levels across contact center operations. The successful candidate will play a critical role in forecasting customer demand, analyzing contact volumes, planning staffing requirements, and developing workforce strategies that balance operational efficiency, employee productivity, and customer satisfaction.

In this role, the Workforce Analyst will work closely with workforce management teams, contact center operations leaders, team supervisors, recruitment teams, and other stakeholders to ensure the right number of employees with the appropriate skills are available at the right time. The position involves analyzing historical performance data, identifying demand patterns, evaluating staffing gaps, and recommending practical solutions to improve service levels and resource utilization.

The ideal candidate should have strong analytical skills, a solid understanding of workforce planning principles, and the ability to translate complex operational data into clear, actionable recommendations. Familiarity with forecasting methods, scheduling systems, spreadsheet applications, and contact center performance metrics will be valuable.

This position offers an opportunity to contribute to strategic workforce decisions, improve operational performance, and support a consistent, high-quality customer experience in a dynamic contact center environment.

2. Key Responsibilities

Workforce Forecasting and Capacity Planning

Analyze historical contact volumes, customer interaction patterns, seasonal trends, and business forecasts to estimate future staffing requirements.

Develop short-term, medium-term, and long-term workforce forecasts based on anticipated demand, business objectives, and operational priorities.

Forecast staffing needs across voice, email, chat, and other customer support channels, where applicable.

Evaluate the impact of promotions, product launches, service changes, holidays, and other business events on contact center capacity.

Recommend appropriate staffing levels to meet forecast demand while maintaining operational efficiency and service quality.

Staffing and Resource Optimization

Calculate staffing requirements using workload forecasts, average handling time, shrinkage, occupancy, and service-level targets.

Identify potential understaffing and overstaffing situations and recommend suitable resource allocation strategies.

Support workforce scheduling activities by providing accurate capacity requirements and identifying periods of high and low demand.

Analyze the impact of employee availability, planned leave, training sessions, meetings, absenteeism, and attrition on workforce capacity.

Collaborate with recruitment and training teams to identify future hiring and training requirements.

Data Analysis and Performance Monitoring

Monitor key contact center performance indicators, including service level, average speed of answer, average handling time, occupancy, adherence, abandonment rate, and forecast accuracy.

Compare forecasted demand against actual contact volumes and investigate significant variances.

Prepare daily, weekly, monthly, and quarterly workforce reports for operational leaders and management.

Identify recurring performance issues, emerging demand patterns, and opportunities for process improvement.

Maintain accurate workforce planning data and ensure reports are consistent, reliable, and presented within agreed deadlines.

Capacity Planning and Scenario Analysis

Develop staffing models and scenario analyses to assess different business conditions and operational requirements.

Evaluate the workforce impact of changes in operating hours, service-level targets, contact volumes, and average handling times.

Prepare capacity plans for peak seasons, promotional campaigns, new customer support programs, and unexpected increases in demand.

Assess the potential impact of hiring delays, employee turnover, absenteeism, and productivity changes on service delivery.

Provide data-driven recommendations to help management make informed workforce investment and resource allocation decisions.

Stakeholder Collaboration

Work closely with workforce management, contact center operations, finance, recruitment, training, and quality assurance teams.

Present workforce forecasts, capacity risks, and staffing recommendations to relevant stakeholders.

Support operational reviews by explaining workforce performance trends and highlighting areas requiring management attention.

Respond to requests for workforce analysis and provide timely insights to support operational decision-making.

Maintain effective communication with stakeholders to ensure workforce plans align with changing business priorities.

Process Improvement and Reporting

Identify opportunities to improve forecasting accuracy, workforce planning processes, reporting efficiency, and resource utilization.

Develop and maintain standardized workforce planning templates, dashboards, and reporting procedures.

Support automation initiatives that reduce manual reporting and improve the reliability of workforce data.

Document forecasting assumptions, planning methodologies, and reporting processes.

Recommend improvements that strengthen service performance, control operating costs, and support employee productivity.

Data Quality and Compliance

Maintain the confidentiality and integrity of workforce and operational information.

Validate data sources and investigate inconsistencies before preparing reports or forecasts.

Follow company policies, data protection requirements, and applicable operational procedures.

Ensure workforce planning activities are documented appropriately and can be reviewed when necessary.

3. Required Skills and Qualifications

Bachelors degree in Business Administration, Mathematics, Statistics, Economics, Data Analytics, Operations Management, Industrial Engineering, or a related field.

Strong numerical, analytical, and problem-solving abilities.

Good understanding of forecasting, capacity planning, resource allocation, and workforce management principles.

Proficiency in Microsoft Excel, including formulas, pivot tables, lookup functions, charts, and data analysis tools.

Familiarity with reporting platforms such as Power BI, Tableau, or similar business intelligence tools is an advantage.

Ability to interpret historical data, identify trends, and develop reliable workforce forecasts.

Strong written and verbal communication skills.

Ability to present analytical findings in a clear, structured, and practical manner.

Excellent attention to detail and commitment to data accuracy.

Strong organizational skills and the ability to manage multiple priorities.

Ability to work collaboratively with cross-functional teams and operational stakeholders.

Understanding of contact center performance metrics and service-level requirements.

Ability to maintain confidentiality when handling employee and business information.

Willingness to learn new workforce management systems, analytical tools, and forecasting methodologies.

4. Experience

Candidates with approximately 1–4 years of experience in workforce management, contact center analytics, capacity planning, operations reporting, business analysis, or a related analytical role are preferred.

Relevant experience may include:

Preparing workforce forecasts and staffing capacity plans.

Analyzing contact center demand and operational performance data.

Monitoring service-level performance, occupancy, average handling time, and staffing efficiency.

Preparing management reports and operational dashboards.

Supporting shift planning, recruitment forecasting, and resource optimization.

Investigating forecast variances and recommending corrective actions.

Working with large datasets and spreadsheet-based reporting tools.

Collaborating with operations teams to address staffing challenges and improve service delivery.

Experience with workforce management platforms, automated reporting tools, and business intelligence software will be an advantage.

Candidates with strong analytical skills, relevant academic knowledge, and practical experience in data reporting may also be considered for junior-level opportunities, depending on business requirements.

5. Working Hours

Employment Type: Full-time.

Work Arrangement: Remote, hybrid, or office-based, depending on the role and business requirements.

Standard Schedule: Generally 40 hours per week, subject to the applicable employment arrangement.

Shift Requirements: Some flexibility may be required to support contact centers operating across multiple time zones.

Peak-Period Support: Additional coordination may be required during seasonal demand increases, major campaigns, or operational changes.

Meetings and Reporting: Employees should be available for scheduled workforce reviews, planning discussions, and reporting deadlines.

Flexibility: Working hours and time-off arrangements will be determined by the employers policies and operational needs.

The selected candidate should be comfortable working with time-sensitive reports and adjusting priorities when business demand changes.

6. Knowledge, Skills, and Abilities

Workforce Management Knowledge

Understanding of contact center workforce planning and capacity management principles.

Knowledge of forecasting techniques, workload calculations, staffing models, and scheduling requirements.

Familiarity with service-level objectives, occupancy, shrinkage, utilization, and productivity measurements.

Awareness of how recruitment, training, absenteeism, attrition, and employee availability affect capacity.

Technical and Analytical Skills

Ability to analyze complex datasets and identify meaningful patterns.

Strong Excel skills and the ability to organize, validate, and summarize operational information.

Understanding of dashboards, performance reports, and data visualization techniques.

Ability to use historical data and business assumptions to create practical forecasts.

Familiarity with SQL, Power BI, Tableau, or workforce management software is beneficial.

Communication and Collaboration

Ability to communicate analytical findings to both technical and non-technical audiences.

Confidence in explaining staffing gaps, forecast variances, and capacity risks.

Ability to collaborate with operations managers, supervisors, recruiters, and planning teams.

Professional written communication and documentation skills.

Planning and Decision-Making

Ability to prioritize tasks and meet reporting deadlines.

Strong attention to detail when reviewing forecasts and calculating staffing requirements.

Ability to evaluate alternative staffing scenarios and recommend suitable solutions.

Proactive approach to identifying potential operational risks before they affect service delivery.

Professional Attributes

Self-motivated, dependable, and results-oriented.

Adaptable to changing business needs and operational priorities.

Committed to continuous learning and professional development.

Able to handle confidential information responsibly.

Focused on accuracy, efficiency, and measurable business outcomes.

7. Benefits

Eligible employees may receive benefits according to the employers policies, employment location, and applicable contract.

Potential benefits include:

• Competitive salary aligned with qualifications, experience, and role responsibilities.
• Opportunities for remote or hybrid working, where available.
• Paid leave and applicable public holidays in accordance with company policy.
• Professional development and access to relevant training programs.
• Opportunities to develop skills in workforce analytics, forecasting, and business intelligence.
• Exposure to workforce management systems and operational reporting tools.
• Opportunities to collaborate with experienced operations and analytics professionals.
• Career development opportunities within workforce management, business analysis, and operations planning.
• Performance-based recognition or incentives, where offered.
• A professional environment that encourages analytical thinking, teamwork, and continuous improvement.

Specific benefits, compensation, and employment terms will be communicated during the recruitment process.

8. Why Join The Elite Job?

Joining The Elite Job as a Workforce Analyst – Contact Center Capacity Planning offers an opportunity to contribute to the planning and optimization of workforce resources in a customer-focused operational environment.

This role is suited to professionals who enjoy working with data, solving business problems, and helping teams make better decisions. You will have the opportunity to understand how demand forecasting, staffing decisions, and operational performance influence customer satisfaction and business efficiency.

Make a Measurable Impact: Use analytical insights to improve staffing accuracy, service levels, and resource utilization.

Develop In-Demand Skills: Strengthen your expertise in forecasting, workforce analytics, reporting, and capacity planning.

Collaborate Across Teams: Work with operational and planning stakeholders to address real-world workforce challenges.

Support Continuous Improvement: Contribute ideas that improve planning processes, reporting accuracy, and decision-making.

Build Your Career: Develop a foundation for future opportunities in workforce management, operations analytics, capacity strategy, and business intelligence.

The Elite Job welcomes candidates who demonstrate professionalism, curiosity, accountability, and a commitment to delivering accurate, meaningful analytical results.