Call center WFM Analyst
Trident Consulting is seeking a "Senior Workforce Management Analyst /Lead" for one of our client in "Irwindale, CA". A leading organization in workforce operations and analytics.Title: Senior Workforce Management Analyst (contact center )Location: Irwindale, CA- 91702Contract – w2 (12+ Months)Pay Rate: $44 - $49/hr on w2 Job Description: Job duties may include: create detailed design documentation for the development of computer systems in accordance to business needs; devising, configuring, operating, and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business, department, team, or functional goals.Day-to-Day Responsibilities:This role is responsible for building workforce plans that support day-to-day operationsIncludes forecasting, staffing plans, schedule development, and performance analysisWork closely with Operations, Systems, and vendors to maintain service levelsUnderstand operational performance, explain drivers, and recommend actionable improvementsRequired Skills & Attributes:Hands-on WFM experience in a contact center (forecasting, scheduling, performance analysis)Strong understanding of call center metrics:Forecast inputs (volume, AHT, shrinkage)Service level / ASAAbandon rate, occupancy, adherence, backlogAbility to translate data into operational recommendationsAdvanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)Experience creating staffing plans and explaining trade-offs (service vs cost)Ability to work in ambiguity and changing priorities (weather, outages, system issues)Strong communication skillsStrong stakeholder management with Operations and vendorsHigh attention to detail and documentationDesired Skills & Attributes:Experience with WFM platforms:Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, CalabrioExperience with multi-site or vendor/BPO operationsMulti-skill routing and queue/skill strategy experienceKnowledge of intraday management (OT, VTO, reassignments, skill changes)Capacity planning for seasonal peaks and event-driven changesSQL, Power BI/Tableau, or data modeling experienceExperience with reporting automation and governance routinesFamiliarity with labor rules, union environments, and timekeeping systemsExperience mentoring and driving WFM best practicesEducation & Experience:Bachelor’s degree in business, technical discipline, or equivalent experienceDegree preferred OR 4–6 years of direct contact center WFM experienceMinimum 5+ years of experience in resource management and/or business planningOverall experience required: 3–5+ years.About Trident ConsultingTrident Consulting is an award-winning staffing and consulting firm headquartered in San Ramon, CA. Since 2005, we’ve partnered with Fortune 500 and high-growth companies to deliver high-quality talent across technology, engineering, business operations, and professional services.We specialize in contract, contract-to-hire, and direct hire placements, supporting roles across IT, data & analytics, cloud, cybersecurity, finance & accounting, HR, operations, and more. With a strong focus on hard-to-fill and niche positions, our global recruiting engine enables us to deliver speed, quality, and scale.