Workforce Analyst

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Job Summary

The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard administration, and operational reporting. This role serves as a critical link between Customer Operations, leadership, and support teams to ensure service level goals are consistently achieved while maintaining accuracy, efficiency, and cost control.

The ideal candidate is detail-oriented, analytical, and collaborative, with the ability to adapt in a fast-paced environment and a proactive, solutions-focused mindset.

Key Responsibilities

Workforce Management & Scheduling

• Develop, maintain, and publish agent schedules in Genesys Cloud aligned to predicted interaction volumes and service level targets
• Manage shift bids, schedule rotations, time-off requests, and shift trades
• Ensure appropriate staffing coverage across all intervals, including after-hours and special events
• Partner with forecasting and operational leadership to align staffing plans with business needs

Real-Time Adherence & Intraday Management

• Monitor real-time adherence (RTA) and agent activity within Genesys Cloud
• Identify and address out-of-adherence behaviors in partnership with supervisors
• Educate and influence contact center leaders to support execution of intraday adjustments (e.g., resource reallocation, schedule changes)
• Support achievement of key performance indicators including Service Level, ASA, and Abandon Rate

Timecard & Attendance Administration

• Resolve timekeeping discrepancies including missed punches, meal adjustments, and overtime
• Track attendance, tardiness, and leave balances; ensure proper documentation and policy adherence
• Process historical edits and ensure alignment with payroll processes
• Serve as a subject matter resource for employee and leader timekeeping inquiries

Reporting & Analytics

• Develop and maintain reports and dashboards on staffing, adherence, and performance trends
• Analyze workforce data to identify opportunities to improve efficiency and reduce overtime
• Proactively deliver actionable insights and recommendations to leadership
• Support KPI tracking including adherence, occupancy, shrinkage, and service metrics

Cross-Functional Collaboration

• Partner with Customer Care, Workforce Management, HR, and Payroll teams to ensure operational alignment
• Communicate staffing risks, trends, and recommendations clearly and proactively
• Support system enhancements, process improvements, and workforce initiatives
• Collaborate across business units to drive consistency in workforce practices

Operational Support

• Maintain timely response to real-time staffing needs via email, Teams, and attendance lines
• Support implementation and optimization of workforce tools, including Genesys Cloud
• Perform additional duties and special projects as assigned

Required Qualifications

• Bachelor's degree in Business, Statistics, HR, or related field preferred; equivalent experience considered.
• 2+ years of workforce management or contact center operations experience
• Experience with Genesys Cloud or similar WFM platforms (e.g., Verint, NICE, Kronos)
• Strong proficiency in Microsoft Excel and data analysis
• High attention to detail with the ability to manage sensitive and confidential information
• Ability to prioritize, multitask, and meet deadlines in a dynamic environment

Preferred Skills

• Experience with timekeeping systems (Oracle, Kronos, or similar)
• Knowledge of contact center KPIs (ASA, Service Level, AHT, Adherence, Shrinkage)
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to influence without direct authority and work effectively across teams

Key Competencies

• Data-driven decision making and analytical thinking
• Ownership and accountability for workforce processes
• Adaptability in a fast-changing operational environment
• Strong cross-functional collaboration and communication
• Positive attitude with a willingness to take on additional responsibilities