Workforce Planning Analyst Contact Center

Overview

Hybrid
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

Analytics
Communication
Customer Relationship Management (CRM)
KPI
Management
Process Improvement
Project Management
Performance Metrics
Regulatory Compliance
Workforce Planning
Workforce Management
WFM
Leadership

Job Details

Workforce Planning Analyst Contact Center
Contract Length: 12 months + potential extension
Location: Dallas, Texas Hybrid (3 days onsite downtown Dallas)

Our client is seeking a Workforce Planning Analyst to support contact center operations by forecasting call volumes, analyzing performance data, and delivering actionable insights. In this role, you'll provide real-time reporting and scheduling analysis to help manage day-to-day service levels, staffing decisions, and long-term planning. The ideal candidate will have strong experience with WFM systems, Excel, and data-driven operational support in high-volume environments.


Education & Experience Requirements:

  • Bachelor's degree in Business, Computer Science, Mathematics, or related field.
  • Minimum of 5 years experience in an analytical role focused on data, reporting, and forecasting.
  • Advanced proficiency in Microsoft Excel and data analysis tools.
  • Hands-on experience with WFM systems and telephony platforms (e.g., IVR, CRM, speech analytics, call recording, etc.) is required.
  • Project management experience is highly valued.
  • Previous experience in a contact center environment is a plus.
  • Strong interpersonal, communication, and presentation skills.
  • Ability to manage multiple projects under pressure, with strong organizational and time-management abilities.
  • Must be detail-oriented with a commitment to accuracy, timeliness, and high-quality output.



Key Responsibilities:

  • Forecast customer interaction volumes and staffing needs based on historical trends and business growth.
  • Maintain and optimize Workforce Management (WFM) tools for scheduling and forecasting.
  • Track and adjust forecasts to reflect seasonal and event-based volume changes.
  • Analyze real-time performance data and escalate service risks as needed.
  • Deliver clear, data-backed recommendations to leadership to support productivity and service goals.
  • Build, manage, and present reports and dashboards using Excel and other tools.
  • Partner with business units to understand volume drivers and staffing requirements.
  • Monitor and report on KPIs such as adherence, call volume, handle time, and service levels.
  • Support contact center teams with staffing plans, performance metrics, and augmentation needs.
  • Provide subject matter expertise for operational enhancements, process improvements, and new initiatives.
  • Validate vendor reports and track compliance with SLAs.
  • Share in 24/7 on-call rotation to support customer operations.
  • Identify and implement opportunities for automation and reporting efficiency.



Genius Road, LLC is proud to be a Certified Women s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

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