Workforce Management Analyst - Contact Center

Overview

Build Your Career with Rural King

As a Workforce Management Analyst, you will manage Contact Center scheduling, forecasting, and real-time operations to ensure staffing levels align with business needs. You will analyze performance data, optimize workforce efficiency, and partner with leadership to maintain service levels and support a positive customer and associate experience.

Related Job Titles

Contact Center Workforce Analyst • Contact Center Scheduler • Contact Center Operations Analyst • Contact Center Workforce Planning Analyst • Contact Center Real-Time Analyst • Contact Center Scheduling Analyst • Contact Center Performance Analyst • Contact Center Resource Planning Analyst • Contact Center Traffic & Workforce Analyst

Responsibilities

What You'll do

As a Workforce Management (WFM) Analyst you will be: the driving force behind how our Contact Center runs day to day, owning the schedules, forecasts, and real-time intraday decisions that keep service levels on target and set our associates up to succeed.

• Own the end-to-end scheduling process for the Contact Center, building and publishing associate schedules that balance staffing requirements, service level goals, and associate preferences.
• Own forecasting for contact volume, average handle time, and staffing requirements, using historical trends and business drivers to build accurate short- and long-term forecasts.
• Own intraday management by monitoring real-time queues, adherence, and service levels, and making adjustments to staffing, breaks, and skill routing to respond to shifting demand.
• Partner with Contact Center leadership to identify staffing gaps or surpluses and recommend hiring, overtime, or schedule adjustments.
• Analyze historical performance data to identify trends, root causes of service level misses, and opportunities to improve forecast accuracy.
• Build and maintain reporting and dashboards that track key WFM metrics such as service level, occupancy, adherence, shrinkage, and forecast accuracy.
• Configure and maintain the workforce management system, ensuring schedules, forecasts, and business rules stay accurate and current.
• Collaborate with Contact Center trainers and supervisors to schedule around training, meetings, and other non-phone activities without disrupting coverage.
• Communicate schedule changes, forecast updates, and intraday adjustments clearly to leadership and associates.
• Take ownership of challenging assignments and have the autonomy to implement innovative solutions.
• Act as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes.
• Actively participate in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
• Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King's Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

What We're Looking For

• At least 2 years of workforce management, scheduling, or contact center operations experience, or equivalent combination of experience and education.
• Proficiency with Microsoft Office Suite, particularly Excel, for data analysis and reporting.
• Proficiency with or the ability to quickly learn workforce management (WFM) software (e.g., Calabrio, Verint, Aspect, or similar) and ACD/reporting systems.
• Excellent verbal and written interpersonal and communication skills.
• Demonstrated ability to meticulously review and analyze information, identifying errors or inconsistencies to maintain high levels of accuracy.
• Proven ability to analyze and optimize complex processes to achieve operational excellence.
• Proficiency in time management, including the ability to effectively plan, schedule, and allocate resources to meet objectives.
• Experience managing multiple tasks and maintaining a proactive, results-driven approach.
• Demonstrate a high level of adaptability in response to changing priorities, unexpected challenges, and evolving business needs.
• Demonstrated experience making sound decisions in a professional context, including evaluating options, considering relevant factors, and achieving desired outcomes.
• Strong problem-solving skills to quickly identify and address issues, minimizing potential delays or disruptions.

Qualifications

Physical Requirements

• Ability to maintain a seated or standing position for extended durations.
• Able to navigate and access all facilities.
• Skill to effectively communicate verbally with others, both in-person and via electronic devices.
• Close vision for computer-related tasks.
• Capability to lift 15 pounds periodically.

Supervisory Responsibilities

No
Min
USD $40,000.00/Yr. Max
USD $46,000.00/Yr.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other characteristic protected by law.

We use E-Verify to confirm the employment eligibility of all newly hired associates. To learn more about E-Verify, including your rights and responsibilities, please visit
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