Workforce Services Analyst (Fully Remote)

Jobgether; United States; Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Healthcare coverage

Life and disability insurance

Retirement plan

Paid holidays

Paid leave

Incentives eligibility

Job summary

Jobgether is a fully remote platform that uses AI-powered matching to connect candidates with remote job opportunities. This role focuses on analyzing inbound call and web chat arrival patterns, developing forecasts for contact volumes, and balancing staffing with service level expectations.

The ideal candidate has a bachelor's degree with 3+ years of forecasting experience and proficiency with workforce management software.

Qualifications

• Bachelor's degree or equivalent required; 3+ years related experience preferred.
• 2+ years forecasting inbound contact center volumes; back-office forecasting is a plus.
• Experience with workforce management software (WFM) such as Amazon Connect, NICE/IEX, Aspect eWFM, Verint WFM or Calabrio WFM.

Responsibilities

• Analyze inbound call and web chat arrival patterns, seasonal trends, and agent productivity to identify optimization opportunities.
• Develop and refine forecasts for contact volumes and back-office workloads using historical data and business changes.
• Monitor forecast accuracy, adjust schedules, and track schedule adherence to maintain staffing coverage.

Skills

Forecasting inbound contact volumes

Analytical thinking

Scheduling optimization

Education

Bachelor's degree or equivalent

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

• Analyze inbound call and web chat arrival patterns, seasonal trends, and agent productivity to identify optimization opportunities.
• Develop and refine forecasts for contact volumes and back-office workloads using historical data and business changes.
• Monitor forecast accuracy, adjust schedules, and track schedule adherence to maintain staffing coverage.

Requirements:

• Bachelor's degree and at least three years of related professional experience, or equivalent.
• At least two years of experience forecasting inbound contact center volumes; back-office forecasting preferred.
• Experience with workforce management software such as Amazon Connect, NICE/IEX, Aspect eWFM, Verint WFM, or Calabrio WFM.
• Fully remote work within the United States with equipment provided.
• Healthcare coverage, life and disability insurance, and retirement savings plan.
• Paid holidays and paid leave, plus potential eligibility for short-term and long-term incentives.

About the Role:

• This fully remote position is ideal for an analytical professional who enjoys solving complex scheduling challenges.
• You will work closely with operational teams to balance staffing availability, workload demands, and service-level expectations.

Jobgether

Jobgether is a platform that uses AI-powered matching to connect candidates with remote job opportunities. The company facilitates the hiring process by reviewing applications and sharing shortlists with hiring companies.