4 Corner Resources
Job title:
Workforce Management Analyst
Location:
Orlando, FL (hybrid)
Employment type:
Contract with opportunity for extension or permanent placement
Pay rate:
Up to $/hour
Overview We are seeking a Workforce Management Analyst to support a fast‑paced, high‑performing customer service center. This role is well suited for a data‑driven professional who enjoys forecasting, scheduling, and real‑time workforce optimization. The analyst will play a key role in aligning staffing levels with service goals by turning data into actionable insights. Close partnership with operations, leadership, and analytics teams is essential to success in this role.
Required skills and qualifications
Bachelor’s degree completed
At least two years of experience in workforce management or contact center analytics
Strong analytical and problem‑solving capabilities
Hands‑on experience with scheduling, forecasting, and reporting tools such as Erlang, Excel, Five, or other WFM platforms
Advanced Excel proficiency
Experience supporting call center or high‑volume operational environments
Working knowledge of real‑time adherence tools
Understanding of labor forecasting, shrinkage modeling, and real‑time workforce management
Ability to analyze data, present insights clearly, and translate findings into operational recommendations
Clear, professional written and verbal communication skills
Key responsibilities
Forecast call volume and staffing requirements using historical trends and real‑time dataBuild, maintain, and optimize workforce schedules
Monitor service levels, occupancy, adherence, and key performance indicators
Prepare and distribute daily, weekly, and monthly performance reports
Partner with leadership on staffing plans and scheduling strategies
Identify and proactively communicate adherence or coverage issues
Track and process schedule changes, exceptions, and call‑outs
Develop customized dashboards and reports to support leadership decision‑making
Support real‑time workforce monitoring and recommend adjustments as needed
Participate in planning and performance review meetings
Create short‑ and long‑term workforce forecasts based on data, trends, and business inputs
#J-18808-Ljbffr
Workforce Management Analyst
Location:
Orlando, FL (hybrid)
Employment type:
Contract with opportunity for extension or permanent placement
Pay rate:
Up to $/hour
Overview We are seeking a Workforce Management Analyst to support a fast‑paced, high‑performing customer service center. This role is well suited for a data‑driven professional who enjoys forecasting, scheduling, and real‑time workforce optimization. The analyst will play a key role in aligning staffing levels with service goals by turning data into actionable insights. Close partnership with operations, leadership, and analytics teams is essential to success in this role.
Required skills and qualifications
Bachelor’s degree completed
At least two years of experience in workforce management or contact center analytics
Strong analytical and problem‑solving capabilities
Hands‑on experience with scheduling, forecasting, and reporting tools such as Erlang, Excel, Five, or other WFM platforms
Advanced Excel proficiency
Experience supporting call center or high‑volume operational environments
Working knowledge of real‑time adherence tools
Understanding of labor forecasting, shrinkage modeling, and real‑time workforce management
Ability to analyze data, present insights clearly, and translate findings into operational recommendations
Clear, professional written and verbal communication skills
Key responsibilities
Forecast call volume and staffing requirements using historical trends and real‑time dataBuild, maintain, and optimize workforce schedules
Monitor service levels, occupancy, adherence, and key performance indicators
Prepare and distribute daily, weekly, and monthly performance reports
Partner with leadership on staffing plans and scheduling strategies
Identify and proactively communicate adherence or coverage issues
Track and process schedule changes, exceptions, and call‑outs
Develop customized dashboards and reports to support leadership decision‑making
Support real‑time workforce monitoring and recommend adjustments as needed
Participate in planning and performance review meetings
Create short‑ and long‑term workforce forecasts based on data, trends, and business inputs
#J-18808-Ljbffr