Workforce Management Analyst

Description

Workforce Management Analyst
The Workforce Management Analyst will support the performance and operational excellence of our multi-site, blended contact center environment. This role will play a pivotal part in optimizing staffing models, managing workforce data, and enabling real-time and strategic decisions through advanced reporting and analytics. The role is faster than average pace and requires a detail-oriented individual who understands how to apply analytical thinking concepts in areas of problem solving and decision making.

This role is essential to our success and is a critical partner in the optimization of our contact center scheduling to provide Best-in-Class service to our customers.

ROLES AND RESPONSIBILITIES
• Generate and maintain forecasts using historical data, seasonal trends, and business inputs.

• Collaborate with WFM planners to create optimized agent schedules that align with service goals and staffing budgets.

• Conduct shrinkage, occupancy, and headcount modeling to support hiring and workforce strategies.

• Identify risks and recommend actionable adjustments to meet SLAs and KPIs across multiple channels (voice, chat, email).

• Design and deliver interactive dashboards and automated reports in Power BI to track agent productivity, schedule adherence, service levels, and interval-level performance.

• Perform root-cause analysis on performance gaps (e.g., under/over staffing, absenteeism, unproductive time).

• Own the generation of daily, weekly, and monthly reporting packages for stakeholders.

• Partner with stakeholders to correlate performance trends with coaching and training outcomes.

• Responsible for the data integrity of WFM system (or comparable WFM tools) to ensure accuracy of schedules, real-time adherence, agent profiles, and reporting data.

• Maintain system configurations, troubleshoot integration issues (ACD/CRM), and liaise with IT and vendor support teams.

• Lead user onboarding, role assignments, and maintenance of system documentation and SOPs.

• Other duties as assigned by management.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 2+ years of experience in Workforce Management within a contact center environment.

• Proficiency in NICE IEX WFM or a comparable platform (e.g., Verint, Calabrio, Aspect).

• Advanced Excel and Power BI experience; ability to translate raw data into insights.

• Strong understanding of call center metrics (AHT, service level, adherence, shrinkage, etc.).

• Demonstrated ability to synthesize complex datasets and communicate clear business insights.

• Deep understanding of forecasting, scheduling, and performance optimization

• Excellent time management and cross-functional collaboration skills.

PREFERRED SKILLS
• Experience supporting multi-site or blended onshore/nearshore workforce.
• Familiarity with relational databases and querying (SQL).
• Exposure to real-time management practices and intraday staffing adjustments.
• Strong communication and executive presentation skills.

About First Cash Holdings, Inc.

First Cash Holdings, Inc
. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions
, both dedicated to serving cash- and credit-constrained consumers.

With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America
-including Mexico, Guatemala, Colombia, and El Salvador-First Cash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more
. In addition, our stores provide small, non-recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve.

Through our wholly owned subsidiary,
American First Finance (AFF), First Cash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners
, we help customers access flexible financing options tailored to their needs.

With a workforce of approximately 20,000 employees across the U.S. and Latin America, First Cash is committed to excellence, innovation, and financial…