WFM Analyst
On-siteNashville, Tennessee, United States
Job Summary
Develop short-term and long-term forecasts for workload volume, staffing needs, and resource requirements by analyzing historical trends, business drivers, seasonality, and special events. Maintain workforce management systems and forecasting models while monitoring performance to identify variances and document assumptions. Partner with Operations, Finance, Marketing, and Vendor Management teams to align workload expectations and staffing plans. Prepare and deliver workforce reports, forecasts, trends, and recommendations to leadership, providing actionable insights to improve service levels and operational efficiency. Identify opportunities to enhance forecasting processes and workforce planning. Requires a Bachelor's degree in Business, Analytics, Statistics, or Mathematics, plus 3+ years of Workforce Management and Forecasting experience with platforms like NICE or Verint. Advanced Excel skills and strong analytical abilities are essential.
Required Qualifications
- Bachelor's degree in Business, Analytics, Statistics, Mathematics, or a related field; equivalent experience may be considered
- 3+ years of Workforce Management, Forecasting, Capacity Planning, or Contact Center Analytics experience
- Experience with Workforce Management platforms such as NICE, Verint, Genesys, Calabrio, Aspect, or similar systems
- Advanced Microsoft Excel skills, including data analysis, modeling, and reporting
- Strong analytical, problem-solving, and organizational skills
- Ability to interpret complex data and translate findings into business recommendations
- Excellent verbal, written, and presentation skills
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Flexibility to support business needs outside standard business hours when required
Desired Qualifications
- Experience with contact center forecasting, scheduling, and capacity planning
- Knowledge of workforce management principles, staffing models, and forecasting methodologies
- Experience with Power BI, Tableau, SQL, or other business intelligence and reporting tools
- Experience presenting forecasts and business insights to senior leadership
- Knowledge of financial planning, budgeting, and cost-to-serve analysis
- Experience supporting process improvement and workforce optimization initiatives
- Workforce Management or analytics certification preferred
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