Workforce Forecasting & Scheduling Analyst

WSP in the U.S.; Aurora (CO); On-site; USD 31,000 - 45,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Life insurance

Retirement savings

Job summary

WSP USA is seeking a Workforce Analyst for its Denver Metro Area contact center. You will forecast, schedule, monitor intraday staffing, and analyze performance across phone, email, and chat channels to meet service levels and goals.

You will develop forecasts, create schedules, produce daily/weekly reports, and partner with Operations and Training to optimize coverage. Remote work not required; standard business hours apply.

Qualifications

• Experience in workforce planning for contact centers.
• Ability to develop forecasts from historical data and real-time inputs.
• Strong analytical skills to identify trends and optimize staffing.

Responsibilities

• Develop short- and long-term workforce forecasts using historical and projected data.
• Create and maintain staffing schedules aligned with forecasted workload.
• Monitor real-time volumes, staffing, service levels, and queue performance to address intraday needs.
• Make recommendations on overtime, undertime, and scheduling adjustments based on forecasts.
• Prepare and distribute accurate daily, weekly, monthly workforce reports and analyses.
• Maintain and improve workforce dashboards and data across systems.

Skills

Forecasting

Scheduling

Intraday management

Reporting

Data analysis

Cross-functional collaboration

Job description

WSP USA is seeking a Workforce Analyst for its Denver Metro Area contact center. You will forecast, schedule, monitor intraday staffing, and analyze performance across phone, email, and chat channels to meet service levels and goals.

You will develop forecasts, create schedules, produce daily/weekly reports, and partner with Operations and Training to optimize coverage. Remote work not required; standard business hours apply.