Workforce Management Analyst (Remote Opportunity)

Lensa; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

VetsEZ is seeking a Workforce Management Analyst to optimize contact center performance by forecasting, scheduling, and monitoring staff. This remote role requires analytical expertise, strong organizational skills, and proficiency with WFM tools. Ideal candidates will have 2+ years of experience and a bachelor's degree in a related field.

Benefits

401k with Employer Match

Corporate Laptop

Training opportunities

Qualifications

• 2+ years of WFM experience in a contact center environment.
• Proficient with WFM software and Microsoft Excel.
• Familiarity with contact center KPIs and scheduling compliance.

Responsibilities

• Forecast call volumes and staffing needs using historical data.
• Build and maintain agent schedules across channels.
• Monitor real-time metrics and make staffing adjustments as needed.

Skills

Analytical Skills

Communication Skills

Organizational Skills

Education

Bachelor's degree in Business, Mathematics, Statistics, or related field

Tools

Microsoft Excel

WFM tools (NICE, Verint, Genesys, Calabrio)

Job description

VetsEZ

Workforce Management Analyst (Remote Opportunity)

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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.

401k with Employer Match

Corporate Laptop

Training opportunities

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

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