Workforce Management Analyst

Job Title: Workforce Management Analyst Voice Operations Job Location: San Antonio, TX Project Duration: FULL TIME Role Summary The Workforce Management (WFM) Analyst will support endtoend workforce planning and realtime management for a highvolume voice operation. This role is responsible for forecasting, scheduling, queue management, and intraday performance monitoring to ensure service level targets are consistently met. The ideal candidate brings strong analytical skills, handson Excel expertise, and the ability to communicate insights clearly through presentations for operations leadership. Key Responsibilities Workforce Planning & Forecasting Develop and maintain shortterm and longterm forecasts for voice volumes, AHT, and staffing requirements Perform variance analysis between forecast vs. actuals and recommend corrective actions Support capacity planning aligned to business demand, seasonality, and operational changes Scheduling & Queue Management Create and manage optimized schedules to meet SLA, ASA, and occupancy targets Monitor queues and service levels in real time and make intraday adjustments Partner with Operations and Team Leads to balance staffing, adherence, and productivity RealTime Management & Reporting Track intraday performance metrics including service levels, shrinkage, adherence, and backlog Prepare daily, weekly, and monthly WFM reports with actionable insights Escalate risks related to staffing gaps, volume spikes, or SLA breaches proactively Stakeholder & Operational Support Work closely with Operations, Quality, Training, and Leadership teams Present WFM insights, trends, and recommendations to leadership using clear presentations Support new initiatives, rampups, and volume transitions from a WFM perspective Required Skills & Qualifications Experience Minimum 5 years of WFM experience supporting voice/contact center operations Strong handson experience in forecasting, scheduling, queue monitoring, and intraday management Technical & Analytical Skills Advanced Microsoft Excel skills (formulas, pivot tables, dashboards, analysis) Experience creating managementlevel reports and presentations (PowerPoint) Familiarity with WFM tools and contact center metrics (AHT, shrinkage, SLA, ASA, occupancy) Soft Skills Strong analytical and problemsolving skills Ability to communicate datadriven insights clearly to both operational and leadership audiences High attention to detail with a proactive, solutionoriented mindset Work Model 100% Work from Office 5 days a week on-site in San Antonio, TX Flexible to support business hours aligned with voice operations Preferred (Nice to Have) Experience supporting USbased voice operations Exposure to largescale or multiqueue contact center environments Inbound and outbound contact center Experience working in fastpaced, SLAdriven operations Workforce Management Analyst1fastpacedN/AFull TImeUnited Statesbfb3568a-762b-4989-884b-a9682aa104ca