[Hiring] Workforce Analyst II @Glint Tech Solutions LLC

Role Description

Our client is seeking a Workforce Analyst II to extract and analyze historical and current call center business data — including call/transaction volume, projected trends, and workload drivers — to forecast staffing needs and plan coverage for their Customer Service Center. This role partners closely with business leaders on staffing capacity and ad hoc workforce planning to ensure service standards are met and exceeded.

• Forecast call volume and resource requirements, including long-range capacity plans, day-of-week and intra-day forecasts
• Develop, analyze, and recommend staffing plans, optimal work schedules, and workload requirements
• Evaluate call volume and staff forecasting to generate weekly schedules meeting service level requirements
• Maintain accuracy and data integrity of scheduling/forecasting databases and spreadsheets; import data from other sources as needed
• Identify and address evolving scheduling/staffing needs through ongoing review of policies and procedures
• Perform regular and ad hoc reporting
• Incorporate cyclical/periodic events into weekly, monthly, and annual staffing plans, including skills-based routing methodology
• Monitor and report schedule adherence
• Participate in Forecasting/Planning meetings; may coordinate activities of other WFM team members
• Assist with disaster recovery plans and complete special projects as assigned

Qualifications

• Bachelor's degree (or 4 additional years of relevant work experience in lieu of degree)
• 3+ years of experience in service center operations or scheduling/forecasting within a high-volume call center environment
• Strong Excel skills, including pivot tables, lookup functions, formulas, and data analysis techniques
• Strong analytical and problem-solving skills, including root cause analysis and actionable recommendations
• Workforce Management knowledge, including forecasting, scheduling, capacity planning, shrinkage, and contact center metrics (AHT, ASA, Service Level, Occupancy, Abandonment Rate)
• Experience with contact center/WFM platforms such as Genesys Cloud or NICE IEX/CXone
• Strong communication and stakeholder management skills

Requirements

• SQL querying abilities