We are looking for a detail-oriented Workforce Analyst to join our Workforce Management team on a contract basis. In this role, you’ll support the day-to-day execution of expert scheduling within a gig-economy-style workforce model – one that blends structured planning with real-time operational judgment.
Key Responsibilities:
- Exception Monitoring & Processing: Monitor multiple inbound channels throughout the working day for scheduling exception requests; Process each request accurately and within predefined thresholds and response time parameters, escalating edge cases as appropriate
- Threshold-Based Decision Making: Apply established exception handling guidelines to evaluate and approve, deny, or escalate requests consistently across a steady volume of daily submissions
Requirements
- 2+ years of hands-on experience in a workforce management, scheduling, or operations role
- WFM Fundamentals: Working knowledge of core WFM concepts including scheduling, exceptions, shrinkage, adherence, utilization, and service level
- WFM Platform Familiarity: Experience working within at least one WFM platform (e.g., Genesys, NICE, Verint, Aspect, or similar)
- Multi-Channel Monitoring: Demonstrated ability to manage and triage requests across multiple concurrent inbound channels without dropping items or missing SLAs
- Judgment Within Guidelines: Comfortable applying predefined rules and thresholds to make consistent, repeatable decisions at volume – and knowing when to escalate
- Technical Comfort: Ability to run Python scripts in an operational context, interpret their outputs, and identify when results don’t look right – writing scripts from scratch is not required
- AI Tool Proficiency: Moderate proficiency using large language models (e.g., ChatGPT, Claude, Copilot) to support day-to-day tasks such as drafting communications, analyzing data, and building simple operational reports
- Attention to Detail: Proven ability to validate data before bulk submission and catch errors that would otherwise impact agents or customers
- Spreadsheet Proficiency: Comfortable working with spreadsheets for tracking, reconciliation, and light analysis (pivot tables, lookups, conditional formatting)
- Communication: Clear and timely communicator, able to flag issues and explain scheduling decisions to non-technical stakeholders
Nice to Have:
- Experience with gig or flexible workforce scheduling models
- Basic SQL skills for querying scheduling or operational data
- Exposure to contact center operations or BPO environments
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