SUMMARY OF JOB PURPOSE AND FUNCTION:

The Workforce Management (WFM) Analyst is responsible for supporting the efficient and effective deployment of workforce resources through data-driven forecasting, scheduling, and real-time monitoring. This role ensures that staffing levels align with business demand by analyzing historical trends, creating accurate forecasts, and developing optimized schedules. In addition, the WFM Analyst plays a key role in real-time management, monitoring intraday performance, identifying variances, and making adjustments to maintain service levels and operational targets. The analyst collaborates closely with operations and leadership to provide actionable insights that enhance productivity, client experience, and employee engagement.

ESSENTIAL RESPONSIBILITIES AND TASKS:

Data Analysis

Analyze historical and real-time workforce data to identify trends and performance opportunities.

Monitor and report on key performance indicators (KPIs) using workforce management tools.

Forecasting

Develop and maintain short- and long-term staffing forecasts using historical data, seasonality, and business trends.

Collaborate with leadership and stakeholders to adjust forecasts based on business needs.

Scheduling

Assist with building staffing schedules that balance operational demands, employee availability, and skill sets.

Track schedule adherence and recommend changes to optimize workforce deployment.

Real-Time Monitoring & Intraday Management

Monitor real-time performance metrics such as service levels, adherence, and occupancy.

Identify and respond to intraday variances by recommending or executing schedule adjustments, reassignments, or escalation protocols.

Reporting

Create and present recurring and ad-hoc reports on workforce metrics and performance indicators.

Provide actionable insights to support strategic decisions and improve workforce outcomes.

Process Optimization

Identify areas for process enhancement and cost reduction within workforce operations.

Support implementation of best practices and continuous improvement initiatives.

Collaboration

Partner with Operations, Supervisors, and other departments to align staffing strategies with organizational goals.

Contribute to cross-functional initiatives focused on solving workforce-related challenges.

Compliance & Documentation

Ensure all workforce practices align with internal policies and labor laws.

Maintain documentation of forecasting models, scheduling processes, and reporting standards.

EDUCATION/EXPERIENCE:

High school diploma or equivalent

Associate’s or Bachelor’s degree in Business, Analytics, Operations, or a related field

2+ years of experience in workforce management, scheduling, or data analysis

Experience in a contact center, healthcare, veterinary, or service-oriented environment

Certification in WFM platforms (e.g., NICE, Verint) or analytics tools (e.g., Power BI, Tableau)

Proficient in Microsoft Excel and workforce management tools; able to navigate multiple systems in a fast-paced environment

Experience with reporting tools such as Power BI, Tableau, or SQL

Ability to read, write, and speak English

OTHER (describe):

Strong analytical and problem-solving skills; attention to detail; ability to work independently and collaboratively

Familiarity with labor laws, scheduling compliance, and real-time operations management

*All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).

CORE COMPETENCIES:

Leads Change or Change Management

Business Acumen

Communicates Effectively

Managing & Measuring Work

Drive for Results

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US range for this full-time position is $26.00 - $33.00 hourly. Our hourly ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.