Workforce Forecasting & Scheduling Analyst

WSP; Aurora (CO); On-site; USD 31,000 - 45,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid time off

Job summary

WSP in Colorado is seeking a Workforce Analyst to support Contact Center teams across phone, email, and chat channels. The role focuses on forecasting, scheduling, intraday management, reporting, and analysis to sustain staffing levels and service goals.

You will partner with Operations, Supervisors, Training, and Quality to address staffing needs and provide backup support across the Service Center. The position requires close collaboration with the Back Office workforce, and the schedule is

Qualifications

• Forecasting workload and staffing needs.
• Schedule development and optimization.
• Intraday management and real-time adjustments.
• Data analysis and reporting on workforce performance.

Responsibilities

• Forecast staffing needs based on historical and real-time data.
• Create and manage schedules to meet service levels.
• Monitor intraday performance and adjust staffing as needed.
• Collaborate with Operations, Training and Quality teams to resolve workforce issues.

Job description

WSP in Colorado is seeking a Workforce Analyst to support Contact Center teams across phone, email, and chat channels. The role focuses on forecasting, scheduling, intraday management, reporting, and analysis to sustain staffing levels and service goals.

You will partner with Operations, Supervisors, Training, and Quality to address staffing needs and provide backup support across the Service Center. The position requires close collaboration with the Back Office workforce, and the schedule is