Workforce Management Resource Planner (WFM Analyst)

*** No C2C ****** W-2 Only ****** USC or GC Holder ****** 12-Month Contract ***Workforce Management Analyst – Contact Center OperationsWe are seeking a Workforce Management Analyst to support Contact Center Operations through forecasting, scheduling, and real-time workforce management across multiple locations and vendor teams. This role is responsible for ensuring staffing levels meet service objectives while supporting operational efficiency and employee scheduling needs.ResponsibilitiesForecast call, email, and back-office workloadsCreate and manage schedules for 300+ employeesMonitor real-time staffing and workload activityAdjust staffing plans to meet service level goalsCoordinate training, coaching, meetings, and offline activitiesManage vacation scheduling and workforce allocationGenerate workforce and performance management reportsSupport leadership during weather events and after-hours on-call rotationIdentify process improvements and workforce optimization opportunitiesRequirementsBachelor’s degree required3–5 years of workforce management/resource planning experienceExperience in contact center or care center operationsStrong forecasting, scheduling, and real-time management experienceExperience with Workforce Management software (Aspect preferred)Advanced Excel and reporting skillsLeadership or team coordination experience preferredPreferred SkillsWorkforce forecasting and capacity planningReal-time analyst (RTA) experienceStrong analytical and communication skillsAbility to multitask in a fast-paced environment