[Hiring] Contact Center Workforce Management Analyst @Mars Veterinary Health

Role Description

The Workforce Management (WFM) Analyst supports the effective planning and execution of workforce strategy by translating demand signals into actionable forecasts, schedules, and real-time adjustments. This role plays a critical part in ensuring the contact center is appropriately staffed to meet service level expectations while balancing efficiency and associate experience.

• Analyze historical, seasonal, and real-time data to identify trends and support accurate demand forecasting across channels (phone, chat, email).
• Develop and maintain short- and long-term forecasts, adjusting assumptions based on business inputs, growth trends, and operational changes.
• Support schedule creation and optimization to align staffing with forecasted demand, skill requirements, and service level targets.
• Administer and execute structured workforce processes, including shift bidding cycles, ensuring alignment to performance, fairness, and business needs.
• Monitor real-time adherence, service levels, and operational performance; identify intraday variances and recommend or execute adjustments.
• Partner with Workforce Management leadership and Senior Coordinators to ensure effective execution of scheduling, adherence tracking, and queue management.
• Produce recurring and ad hoc reports on workforce performance, including forecast accuracy, staffing efficiency, and adherence metrics.
• Provide actionable insights to Operations and leadership to support decision-making, improve service levels, and optimize workforce utilization.
• Identify opportunities to improve forecasting accuracy, scheduling efficiency, and workforce processes; support implementation of enhancements.
• Ensure workforce practices and processes align with internal policies, labor considerations, and operational standards.
• Other job duties as necessary.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Analytics, Operations, or related field preferred.
• Certification in workforce management platforms (e.g., NICE, Verint, Genesys) or analytics tools (e.g., Power BI, Tableau) preferred.
• 2+ years of experience in workforce management, scheduling, or data analysis, preferably in a contact center or service environment.
• Experience supporting forecasting, scheduling, or real-time workforce operations.
• Strong analytical skills with the ability to interpret data, identify trends, and support operational decisions.
• Proficiency in Excel and familiarity with workforce management systems and reporting tools.
• Experience with reporting and visualization tools (e.g., Power BI, Tableau) and/or data querying (e.g., SQL) preferred.
• Understanding of service level drivers, staffing models, and contact center performance metrics.
• Ability to work cross-functionally and communicate insights clearly to operational stakeholders.
• Strong organizational skills and attention to detail in a fast-paced, multi-priority environment.

Requirements

• A hardwired internet connection with a minimum speed of 85mbs.
• A quiet, dedicated work space.
• May require working variable schedules, including evenings, overnights, weekends, and holidays.

Benefits

• Competitive salary with paid time off & holidays.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Company Description

Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them.