Workforce Management Analyst

This Opportunity The Workforce Analyst supports Contact Center teams across phone, email, and chat channels. The position is responsible for workforce forecasting, scheduling, intraday management, reporting, and analysis to maintain appropriate staffing levels and support service-level and operational goals. The Workforce Analyst analyzes historical and real-time data, identifies staffing and performance trends, and provides recommendations to management regarding staffing needs, overtime, undertime, schedule adjustments, and resource allocation. The Workforce Analyst works closely with Operations, Management, Supervisors, Training, and Quality teams to address staffing needs, resolve workforce-related issues, and support operational performance. The position will also cross-train with the Back Office (Support Team) Workforce Analyst to provide backup support for workforce planning and staffing requirements across the Service Center. Considering local candidates only The schedule for this position will be: • Schedule Mon-Fri 8:45am - 5:15pm Hourly pay range: $27.53 WSP Benefits WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law. PERFORMANCE CRITERIA Performance will be evaluated based on: • Forecasting and scheduling accuracy. • Accuracy and timeliness of workforce reporting and analysis. • Effective staffing coverage and support of service-level objectives. • Timely identification and resolution of intraday staffing issues. • Accuracy and effectiveness of workforce recommendations. • Quality and reliability of workforce data and reporting. • Support of operational performance and departmental goals. ESSENTIAL JOB FUNCTIONS • Develop and maintain short- and long-term workforce forecasts using historical, current, and projected operational data. • Create and maintain staffing schedules based on forecasted workload and business requirements. • Monitor real-time staffing levels, contact volumes, queue performance, service levels, employee states, schedule adherence, and other workforce management metrics. • Identify staffing gaps, coverage risks, and operational trends and provide recommendations for appropriate intraday adjustments. • Analyze workforce and operational data to identify trends, risks, staffing requirements, and opportunities for improvement. • Prepare and distribute accurate and timely workforce reports, dashboards, and analyses. • Maintain accurate workforce management, staffing, scheduling, and related information across applicable systems. • Communicate workforce trends, staffing requirements, operational risks, and recommendations to management and operational leaders. • Coordinate with Operations, Supervisors, Training, Quality, and other departments to support staffing requirements and maintain appropriate operational coverage. • Provide subject-matter guidance and training regarding workforce management processes, reports, metrics, systems, and tools. • Respond to changing operational conditions and support intraday workforce management activities. • Work independently, manage multiple priorities, and make data-informed recommendations in a fast-paced and changing operational environment. • Communicate effectively, both verbally and in writing. • Use computers, keyboards, mice, telephones, and standard office equipment on a regular basis. • Navigate multiple computer screens and software applications while accurately entering, accessing, retrieving, analyzing, and interpreting information. • Sit at a workstation and use a computer for extended periods. • Perform primarily sedentary work requiring extended periods of computer and workstation use. • Use sufficient visual ability to read and interpret computer screens, reports, spreadsheets, dashboards, and other work-related information. • Perform frequent hand and eye coordination when using a keyboard, mouse, telephone, and standard office equipment. • Meet established job performance and quality standards. • Perform the essential functions of the position with or without reasonable accommodation. • Work remotely when required and in accordance with applicable company policies and procedures.