Workforce Management 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

This Opportunity

The Workforce Analyst supports Contact Center teams across phone, email, and chat channels. The position is responsible for workforce forecasting, scheduling, intraday management, reporting, and analysis to maintain appropriate staffing levels and support service-level and operational goals. The Workforce Analyst analyzes historical and real-time data, identifies staffing and performance trends, and provides recommendations to management regarding staffing needs, overtime, undertime, schedule adjustments, and resource allocation. The Workforce Analyst works closely with Operations, Management, Supervisors, Training, and Quality teams to address staffing needs, resolve workforce-related issues, and support operational performance. The position will also cross-train with the Back Office (Support Team) Workforce Analyst to provide backup support for workforce planning and staffing requirements across the Service Center.

Considering local candidates only

The schedule for this position will be:

• Schedule Mon-Fri 8:45am - 5:15pm

Hourly pay range: $27.53

WSP Benefits

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.