Workforce Analyst
Overview:
Join a dynamic Workforce Management (WFM) team dedicated to ensuring optimal expert staffing through data-driven planning and real-time operational execution. As a Workforce Analyst, you will play a vital role in supporting the scheduling and coordination of a gig-economy-style workforce, balancing automated processes with manual interventions to meet staffing needs during peak periods. This position offers the opportunity to leverage your analytical skills, technical aptitude, and attention to detail to drive operational excellence in a fast-paced environment, contributing directly to an exceptional customer experience.
Required Skills:
- 2+ years of experience in workforce management, scheduling, or operations
- Strong knowledge of core WFM concepts: scheduling, exceptions, shrinkage, adherence, utilization, and service levels
- Hands-on experience with WFM platforms such as Genesys, NICE, Verint, Aspect, or similar
- Proven multi-channel request management and triage skills
- Sound judgment applying predefined rules and thresholds with consistent decision-making at volume
- Ability to run, interpret, and troubleshoot Python scripts (writing scripts from scratch is not necessary)
- Moderate proficiency with large language models (e.g., ChatGPT, Claude, Copilot) for operational support
- Attention to detail in data validation and error detection
- Spreadsheet proficiency, including pivot tables, lookups, and conditional formatting
- Clear, timely communication skills to coordinate with stakeholders and flag issues
Nice to Have Skills:
- Experience with gig or flexible workforce scheduling models
- Basic SQL skills for querying operational data
- Exposure to contact center operations or BPO environments
Preferred Education and Experience:
- Bachelor’s degree in Business, Operations, Data Analytics, or a related field preferred
- Prior experience in a contact center or BPO setting is advantageous
Other Requirements:
- This position is based in Tucson, AZ with an onsite requirement; remote work is not available.
- Flexibility to work weekend hours during peak months, including October, January through April, to support extended tax seasons.
- Must be comfortable working in a fast-paced, volume-driven environment, with the ability to manage multiple inbound channels efficiently and accurately.
This is an exciting opportunity for analytical professionals with a passion for process optimization and operational excellence to make a tangible impact in a vital business function.
