Analyst - Workforce Services

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Analyst – Workforce Services based in the United States.

We are seeking a detail-oriented Workforce Services Analyst to optimize contact center performance through workforce planning, forecasting, scheduling, and data-driven analysis. In this role, you will analyze inbound call and web chat volumes, monitor agent productivity, and develop staffing strategies that support service levels and operational efficiency. You will use historical trends, seasonality patterns, and real-time performance data to anticipate workforce needs and respond effectively to changing business demands. Working closely with operational teams, you will help ensure appropriate staffing coverage, accurate schedule adherence, and efficient workload management. Your insights will support informed decision-making, improve customer experience, and strengthen overall contact center performance. This fully remote opportunity is ideal for an analytical professional who enjoys solving complex scheduling challenges and translating workforce data into actionable recommendations.