Workforce Management Analyst

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Workforce Management Analyst

Location:

Coppell, TX, United States

Date Posted:
Jun 7, 2026

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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.

Th…