Workforce Planning Analyst â Contact Center #2791
Workforce Planning Analyst â Contact Center #2791
Posted on :
07-06-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
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 youll 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:
Key Responsibilities:
Genius Road LLC is proud to be a Certified Womens Business Enterprise an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications merit and business need.
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 youll 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:
- Bachelors 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 Womens Business Enterprise an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications merit and business need.
Required Experience:
IC
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
