Workforce Management (WFM) Analyst

Doyle Security Services, Inc. (DSS); Austin (TX); Remote; USD 60,000 - 70,000; Full time

Job summary

Doyle Security Services, Inc. (DSS) recherche un analyste en gestion des effectifs pour optimiser la productivité des agents et assurer un service client d'excellence. Le candidat idéal possède un diplôme en Business, Mathématiques ou Statistiques, ainsi qu'une expérience en gestion des effectifs dans un environnement de centre de contact. Rejoignez une équipe où vous aurez l'occasion d'analyser des données, de gérer des horaires et de collaborer avec diverses équipes pour améliorer les opérations.

Benefits

Paid vacation

Health insurance

401(k) retirement plan with company matches

Tuition reimbursement

Qualifications

• Minimum 2 ans d'expérience en gestion des effectifs, de préférence dans un centre de contact.
• Connaissance des opérations de centre de contact et des meilleures pratiques.
• Capacité à travailler de manière autonome et en collaboration dans un environnement dynamique.

Responsibilities

• Développer et maintenir des prévisions précises pour le volume d'appels et les exigences en personnel.
• Surveiller en temps réel la performance du centre de contact.
• Collaborer avec les équipes pour soutenir l'embauche et la planification des effectifs.

Skills

Analytical skills

Problem-solving

Communication

Organizational skills

Education

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

Tools

WFM software (e.g., NICE, Verint, Genesys, Calabrio)

Microsoft Excel

Job description

Seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to join our contact center team. The WFM Analyst will be responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure optimal staffing levels and efficient operations. This role is critical to maintaining high service levels, maximizing agent productivity, and delivering excellent customer experience.

Veterans are encouraged to apply.

Salary Range- $60,000 -$70,000

Location- Remote

Responsibilities

• Develop and maintain accurate forecasts for call volume, handle time, and staffing requirements using historical data and predictive analytics.
• Create and manage agent schedules to ensure adequate coverage across all shifts and channels while balancing employee preferences and business needs.
• Monitor real-time contact center performance, including queue levels, agent adherence, and service level metrics; make intraday adjustments as needed.
• Analyze and report on key workforce metrics such as occupancy, shrinkage, absenteeism, and schedule adherence.
• Collaborate with operations, HR, and training teams to support hiring, onboarding, and ongoing workforce planning.
• Identify trends, risks, and opportunities for process improvement in workforce management practices.
• Utilize WFM software (e.g., NICE, Verint, Genesys, Calabrio) to optimize scheduling, forecasting, and reporting processes.
• Participate in regular meetings to review performance, staffing needs, and business objectives.
• Provide recommendations to management on staffing strategies, overtime, and shift adjustments.
• Ensure compliance with labor laws, organizational policies, and union agreements (if applicable).
  
  

Qualifications

• Bachelor's degree in Business, Mathematics, Statistics, or a related field (or equivalent experience).
• 2+ years of experience in workforce management, preferably in a contact center environment.
• Experience with contact center WFM platforms (e.g., NICE, Verint, Genesys, Aspect).
• Familiarity with labor laws and scheduling compliance.
• Knowledge of contact center operations, KPIs, and best practices.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in workforce management software and Microsoft Excel.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational and time management skills.
• Strong business acumen
• Experience with data visualization and reporting tools.
  
  

Benefits Overview: Full-time employees are offered comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.

EEO Policy: It is our policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state or local law.

Salary: $60000 - $70000 per year