Workforce Management Analyst

Benefits

Parental leave

Not verified

Non-birth-parent leave

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Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

Not verified last checked Jun 13, 2026

Salary

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401(k) match

Listed Source: EMPLR_CONTRIB_INCOME_AMT. source Last checked Jun 13, 2026.

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Market context

Median wage (BLS OEWS)

$106,409 national median

Projected growth (BLS Employment Projections)

+7.7% - Faster than average

Matched to SOC 13-2011 - Finance aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

Not stated

Where they hire

State eligibility is not yet verified. not verified - source not recorded; timestamp not recorded

About this role

Workforce Management Analyst Remote, NC, USA Responsible for a nalyz ing contact center trends, volumes, arrival patterns, etc. to create mid-term forecasts to guide activities of workforce specialists and analysts to manage SLAs and labor costs. Accountable for team configuration, evaluation/changes for agent skills and assist business leaders in operational decisions impacting customer contacts Analyze contact center trends . Update s capacity plan inputs for assigned segments and provide s input into monthly and annual budget forecasts. Maintain active forecasts and hire plans for assigned segments. Execute on - site staffing options and cross-team agent skilling and "loan" plans. Maintain agent shift preferences and complete periodic shift analysis and realignment. Create and maintain short and mid-term intraday service plans. Make tactical adjustments based on same/near-day schedule requests, team-wide initiatives such as mandatory training, and changes to trends. Prioritize competing priorities and work with segment leaders and support teams to manage intraday service plans against business needs. Develop and maintain call queues, skill sets and call skill routing and priorities, in partnership with the telecom team. Initiate telecom requests for IVR updates (e.g. adding BCs), routing sets, call type prioritization, direct transfer numbers, etc. as need to effectively route customer contacts to the best set of resources. Develop reports and inputs for use in the capacity planning and resource management processes. Initiate regular tactical analysis of forecasts and drivers against business needs and budget assumptions. Highlight areas of risk, and recommended improvements. Develop and maintain advanced knowledge of workforce management system

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