Workforce Management Analyst

We are seeking a hands-on Workforce Planning professional to support a growing sales and service contact center environment. This individual will own workforce management functions end-to-end including forecasting, capacity planning, scheduling, and real-time operations.Responsibilities:Manage forecasting, staffing models, scheduling, and intraday adjustmentsMonitor SLAs, queue performance, and staffing needs in real timePartner with operations leadership to optimize service levels and sales performanceBuild and improve workforce planning processes, reporting, and operational efficienciesProvide insights around staffing risks, productivity, and performance trendsQualifications:5+ years of Workforce Management experience in a contact center, insurance, or sales-driven environmentVerint experience strongly preferredExperience with forecasting, scheduling, capacity planning, and real-time managementStrong Excel and reporting/analytics skillsExperience with WFM platforms such as Verint, NICE, or similarAbility to work independently in a fast-paced environmentPreferred:Insurance, financial services, or sales-driven operations experienceExperience supporting blended sales and service teams