Workforce Analyst (Manager) - National Booking Center
$60,000–$100,000 year
On-site · Charlotte, North Carolina, United States
Job Summary
National Booking Center Workforce Manager oversees forecasting, scheduling, intraday management, and real-time adherence to balance customer demand with agent availability, translating data into actionable insights to optimize service levels and operational efficiency. Responsibilities include forecasting call volume and staffing needs, developing staffing models, building and maintaining agent schedules, managing intraday schedules and breaks, monitoring adherence and conformance, surfacing risks and gaps, generating workforce reports (adherence, utilization, shrinkage, staffing effectiveness), and collaborating with Operations, IT, Training, QA, and Leadership to support new programs and seasonal demand—while reporting to the Director of Operations/Call Center Operations and reporting on-site in Charlotte as needed.
Required Qualifications
- 2+ years of experience in workforce management or workforce coordination within a contact center environment
- Demonstrated experience with manual forecasting techniques
- Erlang calculations
- Strong understanding of forecasting, scheduling, adherence, and intraday management
- Advanced Excel and data analysis skills (pivot tables, formulas, trend analysis)
- Ability to communicate workforce insights clearly to operational and executive leaders
- Strong organizational skills and the ability to manage competing priorities in a fast-paced environment
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