Workforce Analyst: Data-Driven Staffing (Onsite)

DeWinter Group; Mountain View (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

DeWinter Group in Tucson, AZ is seeking a Workforce Analyst to join our WFM team, focusing on data-driven planning and real-time staffing coordination across gig-style workforce. The role blends automated processes with manual interventions to meet peak-period needs.

You will leverage analytical skills, handle multiple inbound channels, validate data, and collaborate with stakeholders to ensure service levels. A strong foundation in WFM concepts and SQL basics is helpful; onsite work is required.

Qualifications

• 2+ years of experience in workforce management, scheduling, or operations.
• Strong knowledge of core WFM concepts: scheduling, exceptions, shrinkage, adherence, utilization, and service levels.
• Hands-on experience with WFM platforms such as Genesys, NICE, Verint, Aspect, or similar.
• Proven multi-channel request management and triage skills.
• Sound judgment applying predefined rules and thresholds with consistent decision-making at volume.
• Ability to run, interpret, and troubleshoot Python scripts (writing scripts from scratch is not necessary).
• Moderate proficiency with large language models (e.g., ChatGPT, Claude, Copilot) for operational support.
• Attention to detail in data validation and error detection.
• Spreadsheet proficiency, including pivot tables, lookups, and conditional formatting.
• Clear, timely communication skills to coordinate with stakeholders and flag issues.

Skills

WFM experience

Scheduling concepts

Python basics

Data validation

Communication skills

Pivot tables

Multi-channel triage

Education

Bachelor's degree in Business/Analytics

Tools

Genesys

NICE

Verint

Aspect

Job description

DeWinter Group in Tucson, AZ is seeking a Workforce Analyst to join our WFM team, focusing on data-driven planning and real-time staffing coordination across gig-style workforce. The role blends automated processes with manual interventions to meet peak-period needs.

You will leverage analytical skills, handle multiple inbound channels, validate data, and collaborate with stakeholders to ensure service levels. A strong foundation in WFM concepts and SQL basics is helpful; onsite work is required.