Workforce Management Analyst (Remote Opportunity)

VetsEZ; Tampa (FL); Remote; USD 60,000 - 90,000; Full time

Job summary

VetsEZ is seeking a Workforce Management Analyst to support a Department of Veterans Affairs contact center project. The role involves forecasting, scheduling, real-time monitoring, and reporting to ensure efficient staffing and optimize service levels in a remote work environment.

Benefits

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training opportunities

Qualifications

• 2+ years of WFM experience in a contact center environment.
• Familiarity with contact center KPIs.
• Experience with data visualization and reporting tools is a plus.

Responsibilities

• Forecast call volumes and staffing needs using historical data.
• Monitor real-time metrics and agent adherence.
• Analyze trends and recommend improvements.

Skills

Analytical skills

Organizational skills

Communication skills

Proficiency with WFM software

Education

Bachelor's degree in Business, Mathematics, or Statistics

Tools

NICE

Verint

Genesys

Calabrio

Microsoft Excel

Job description

Join to apply for the Workforce Management Analyst (Remote Opportunity) role at VetsEZ

Join to apply for the Workforce Management Analyst (Remote Opportunity) role at VetsEZ

VetsEZ is seeking a Workforce Management (WFM) Analyst to support a Department of Veterans Affairs (VA) contact center project. The ideal candidate will be responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure efficient staffing, optimized service levels, and overall contact center performance.

The candidate must reside within the continental US.

Responsibilities

• Forecast call volumes, handle times, and staffing needs using historical data and predictive models.
• Build and maintain agent schedules across channels to ensure service level coverage.
• Monitor real-time metrics and agent adherence, making intraday staffing adjustments as needed.
• Track and report key WFM metrics including occupancy, shrinkage, and absenteeism.
• Collaborate with operations, HR, and training teams to support workforce planning and resource allocation.
• Analyze trends and recommend improvements to optimize workforce efficiency.
• Use WFM tools (e.g., NICE, Verint, Genesys, Calabrio) for forecasting, scheduling, and reporting.
• Ensure compliance with labor laws, organizational policies, and union agreements where applicable.
  
  

Requirements

• Bachelor's degree in Business, Mathematics, Statistics, or a related field (or equivalent experience).
• 2+ years of WFM experience in a contact center environment.
• Proficient with WFM software and Microsoft Excel.
• Strong analytical, organizational, and communication skills.
• Familiarity with contact center KPIs, operations, and scheduling compliance.
• Experience with data visualization and reporting tools is a plus.
  
  

Additional Qualifications

• Experience with VA or other federal agencies
• Healthcare experience preferred.
• Experience with SAFe/Agile.
• Ability to obtain a government clearance.
  
  

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity
  
  

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Sorry, we are unable to offer sponsorship at this time

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  IT Services and IT Consulting

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