Job Description

Position Summary


The Workforce Management Analyst is responsible for driving all WFM activities within the inbound call center. The role will ensure a high level of effectiveness and exceptional service levels by analyzing service needs and rates of productivity.  The WFM Analyst needs to proactively analyze workgroups to determine workforce needs and build action plans to meet business needs. In addition, the role is responsible for real-time reporting and schedule management for our agents to meet and exceed operational goals. You will be responsible for daily management and historical trend analysis to meet service levels and key performance indicators on a daily and interval basis.



  • Analyze data on campaign trends to recommend increasingly optimized workforce/workflow solutions
  • Analyze and forecast real-time patterns for agent workgroups associated with varying call types
  • Coordinate staff scheduling requests working to maintain a balance volume demands
  • Intra-day management and response plan implementation to ensure schedule adherence, respond to unplanned calls, schedule changes, staffing, and handle time variances
  • Develop and communicate trend reporting and data analysis of workload and agent performance
  • Assist with the GAP report and staffing needs
  • Create strategic recommendations to improve productivity while balancing service levels and costs
  • Collaborate with Teleservice leadership daily on performance and adjustments
  • Provide analytical support/leadership for special projects
  • Monitor agent progress in training to increase the handling of campaigns
  • Perform any other related duties as required or assigned by leadership


Requested Requirements/Qualifications:

  • Strong analytical and organizational skills
  • A solution-oriented mentality with a data-driven approach
  • Strong communication skills with a proven ability to build cross-functional partnerships to make effective decisions
  • Demonstrates personal awareness and desire for continual learning and personal development
  • Keeps commitments; exhibits candor and courage - is not afraid to establish a visible presence and point of view, to engage in spirited and constructive debate, to hold others accountable
  • Must be a self-starter, pro-active, and able to take the lead on tasks with minimal direction
  • Must possess the presentation skills and professionalism to project a professional image, both internally and externally
  • Must live in Texas



  • Increase focus on optimizing the productivity of the workforce
  • Increased focus on scheduled agent workgroups assignments to handle inbound call volume goals
  • Reduce workload from team leaders to focus on sales and elevating skillset


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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