Job Title: Workforce Management Analyst

Job Description

Support Contact Center Workforce Management (WFM) processes, including forecasting, scheduling, intraday activities, shrinkage, and reporting analytics, to meet business goals, objectives, and service level agreements. Monitor and analyze call and activity volumes against available staff, optimizing resource schedules to maintain key performance indicators. Maintain and update staff schedules to ensure optimal coverage with the right resources at the right time. Develop, analyze, and deliver WFM and Contact Center reports, incorporating lessons learned from previous periods. Adjust agent resource assignments to ensure they receive appropriate calls at the right time. Review and approve agent time-off and schedule change requests. Research and analyze agent schedule adherence issues, providing suggestions for improvement.

Responsibilities

• Support Contact Center Workforce Management processes.
• Monitor and analyze call and activity volumes against available staff.
• Optimize resource schedules to maintain key performance indicators.
• Maintain and update staff schedules for optimal coverage.
• Develop, analyze, and deliver WFM and Contact Center reports.
• Adjust agent resource assignments for optimal call distribution.
• Review and approve agent time-off and schedule change requests.
• Research and analyze agent schedule adherence issues and provide suggestions for improvement.
  
  

Essential Skills

• Experience in medium to large call-center/contact center analysis or management.
• Proficiency in reporting and analysis.
• Experience in workforce management administrative and real-time scheduling support.
• High school diploma or GED; college degree preferred.
• Experience with WFM platforms (e.g., Five9, NICE) preferred.
  
  

Additional Skills & Qualifications

• Clear communication skills.
• Experience in training and coaching.
• Ability to lead without direct authority.
• Innovative problem-solving skills with attention to detail.
  
  

Work Environment

The position is fully remote with equipment provided. The work schedule is Monday through Friday, starting at 9am or 10am CST with an 8-hour shift. Contact Center hours are from Monday through Friday, 7am to 7pm.

Pay and Benefits

The pay range for this position is $40.00 - $45.00/hr.

Eligibility requirements apply to some benefits and may depend on your job

classification and length of employment. Benefits are subject to change and may be

subject to specific elections, plan, or program terms. If eligible, the benefits

Available For This Temporary Role May Include The Following

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
  
  

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on May 21, 2025.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.