Workforce Analyst II (Remote but DMV Area Only)

Workforce Analyst II (Remote DMV Area Only)

• Employment Type: Contract-to-Hire (CTH)

• Compensation: Salary equivalent of $74,400 annually after conversion

• Location: 100% Remote - Must reside in DC, Maryland, or Virginia (DMV area)

• Interview Process: 1 video interview + offer

We are seeking an experienced Workforce Analyst II to join a high-volume Customer Service Center team. This role is responsible for analyzing historical and real-time contact center data-including call volume, transaction trends, business drivers, and seasonal events-to forecast workload and optimize staffing levels. The ideal candidate will leverage data-driven insights to support workforce planning and ensure service level objectives are consistently met or exceeded.

As a Workforce Analyst II, you will collaborate closely with business leaders to develop staffing strategies, perform workforce planning analysis, and provide actionable recommendations that improve operational efficiency and customer service performance.

Key Responsibilities

• Analyze historical and current call center performance data to identify trends, forecast future workload, and recommend staffing strategies.

• Develop long-range capacity plans, workload forecasts, weekly staffing models, day-of-week forecasts, and intraday call volume projections.

• Create and maintain staffing schedules that optimize workforce utilization while meeting service level targets.

• Evaluate forecast accuracy and recommend adjustments to staffing levels, schedules, skill groups, and capacity plans.

• Generate weekly schedules for call-handling teams based on forecasted demand and business needs.

• Monitor schedule adherence and workforce performance metrics to ensure operational efficiency.

• Maintain data integrity within scheduling and forecasting systems, including headcount and schedule preference data.

• Design, build, and maintain reports, dashboards, databases, and spreadsheets to track key service metrics.

• Perform root cause analysis on operational trends and present findings to leadership with actionable recommendations.

• Support ad hoc reporting and workforce planning requests as needed.

• Participate in forecasting and planning meetings and assist with special projects, including disaster recovery planning when required.

Required Qualifications

• Bachelor's Degree required
  (OR 4 additional years of relevant experience in lieu of degree; total 7 years required without degree)

• High school diploma or GED required

• Minimum 3 years of Workforce Analyst experience in a high-volume call center environment

• Strong experience in service center operations, scheduling, and forecasting

• Advanced Microsoft Excel skills required

• Basic to intermediate SQL querying knowledge required

Top Required Skills

1. Strong analytical and problem-solving abilities with experience identifying trends, performing root cause analysis, and delivering actionable insights.

2. Advanced Excel proficiency, including pivot tables, formulas, lookup functions, and data analysis techniques.

3. Workforce Management expertise, including:

   • Forecasting

   • Scheduling

   • Capacity Planning

   • Shrinkage Analysis

   • Contact Center Metrics (AHT, ASA, Service Level, Occupancy, Abandonment Rate)

4. Experience with Workforce Management platforms such as:

   • Genesys Cloud (preferred) OR

   • NICE IEX / CXone

5. Strong communication and stakeholder management skills with the ability to present insights and influence operational decisions.

Preferred Experience

• Experience working in large-scale, high-volume contact centers such as AT&T, Verizon, or similar enterprise environments.

• Experience supporting large agent populations (800+ agents preferred).

• Strong focus on reporting accuracy, data quality, and forecasting reliability.