Workforce Management Analyst

1840 Staffing; Missouri; On-site; USD 65,000 - 90,000; Full time

Job summary

1840 & Company is seeking an experienced WFM Analyst/ Workforce Supervisor to optimize a high-performance inside sales call center. The role focuses on script adherence, schedule adherence, workforce utilization, and campaign performance, while fostering a positive culture.

The ideal candidate will analyze telephony and queue reports, coach agents, and collaborate with leadership on process improvements to reduce abandon rates and improve conversion performance.

Qualifications

• Experience in call center analytics and workforce optimization.
• Ability to monitor real-time operations and adherence to scripts and schedules.
• Skilled at analyzing telephony, queue and campaign performance.

Responsibilities

• Monitor real-time call center operations to ensure service levels and occupancy are optimal.
• Enforce script adherence, schedule adherence, attendance, and discipline while maintaining a positive environment.
• Analyze telephony, queue, and WFM data to identify trends and opportunities.
• Recommend staffing and dialing strategy adjustments to improve campaign performance.
• Provide real-time guidance to agents and team leads to improve productivity and conversions.
• Forecast staffing requirements based on call volume trends and campaign activity.
• Prepare and present operational reports to leadership regularly.

Skills

Call Center Ops

Attention to Detail

Accuracy

Communication

Confidentiality

Active Listening

Education

Bachelor's degree

Job description

About The Job

We are seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist to support and optimize a high-performance inside sales call center environment. This role is responsible for maintaining script adherence, schedule adherence, workforce optimization, queue management, campaign performance, and overall sales floor operational effectiveness while fostering a positive, motivating, and professional culture. The ideal candidate has strong experience analyzing telephony and queue performance reports, improving workforce utilization, minimizing abandonment rates, and coaching agents in a constructive and performance-driven manner.

Job Details

• Employment Type: Full-Time Employee
• Department: Customer Service/Support
• Job Level: Intermediate
• Experience: 3 Years
• Education: Bachelors

Required Skills

• General Skills: Call Center Operations
• Soft Skills: Attention to Detail, Accuracy, Communication, Confidentiality, Active Listening

Responsibilities

Key Responsibilities:

• Monitor and manage real-time call center operations to ensure optimal service levels, low abandonment rates, and efficient workforce utilization.
• Track and enforce script adherence, schedule adherence, attendance, and overall sales floor discipline while maintaining a positive team environment.
• Analyze telephony reports, queue reports, workforce management data, and campaign metrics to identify trends, risks, and performance opportunities.
• Optimize outbound and inbound campaign performance through staffing recommendations, dialing strategy adjustments, and operational improvements.
• Provide real-time guidance and operational support to sales agents and team leads to improve productivity and conversion performance.
• Work collaboratively with leadership to identify operational gaps and provide actionable recommendations for process improvement.
• Monitor agent performance KPIs including occupancy, utilization, conversion rates, call handling behaviors, schedule adherence, and quality metrics.
• Partner with training and quality assurance teams to reinforce scripting, sales techniques, and compliance expectations.
• Assist in forecasting staffing requirements based on call volume trends, campaign activity, and business objectives.
• Prepare and present operational reports and workforce insights to leadership on a regular basis.
• Support escalations, workflow management, and staffing adjustments during peak periods or operational disruptions.
• Create a professional and supportive sales floor culture focused on accountability, performance improvement, and employee engagement.
• Ensure agents remain productive and aligned with campaign goals while minimizing burnout and negative morale.
• Recommend technology, reporting, workflow, and process enhancements that improve operational performance and customer experience.

Additional Requirements

• Tech Requirements: Windows
• Language: English

About The Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.