Ops Strategy Analyst – Workforce Management; WFM

JOB DESCRIPTION

The Ops Strategy Analyst, Workforce Management (WFM) is responsible for driving optimal staffing, real-time performance, and workforce execution in a fast-paced operating environment. This role blends hands‑on workforce management with analytical insights to inform operational strategy.

Partnering closely with Operations leadership and cross‑functional teams, you will translate workforce data into actionable recommendations and decisions that balance service levels, agent experience, regulatory requirements, and business priorities. You will play a critical role in day‑to‑day intraday management while also shaping scalable WFM processes and execution strategies.

• Create, maintain, and continuously optimize workforce schedules aligned to forecasted demand, service‑level targets, and state licensing or regulatory requirements across multiple lines of business.
• Serve as a central coordination and decision point for workforce allocation, directing resources across teams to balance productivity, agent needs, and customer experience.
• Partner with Operations leadership to understand business trends, seasonality, and performance drivers, adjusting staffing models, schedules, and offline time as needed.
• Own the accurate recording and governance of offline time and planned time off within the WFM system.

• Monitor real‑time agent activity using workforce management tools (Playvox and Salesforce) to assess adherence, productivity, and service‑level risk.
• Identify and proactively address gaps between scheduled and actual performance, recommending and executing real‑time adjustments such as schedule changes, reallocation of resources, and offline time management.
• Balance short‑term service‑level protection with agent well‑being when reviewing and approving time‑off requests.
• Communicate intraday risks, trade‑offs, and mitigation plans clearly to Operations partners.

• Partner with Operations, Training, HR, Product, and Technology teams to plan and schedule training, coaching, and development time without compromising service levels.
• Advocate for and support the adoption of workforce programs, tools, and process improvements that enhance scheduling accuracy, adherence, and execution discipline.
• Collaborate with Product and Technology partners to improve tooling, automation, and reporting that support intraday decision‑making and workforce execution.
• Lead the documentation, standardization, and continuous improvement of WFM processes, playbooks, and operating procedures to ensure consistency and scalability.

• Develop and maintain reporting and insights across key WFM metrics, including service levels, adherence, occupancy, concurrency, and shrinkage.
• Translate workforce data into clear, concise narratives that support operational decision‑making and trade‑off discussions.
• Provide scenario‑based recommendations to leadership, evaluating the impact of staffing decisions on cost, customer experience, and agent experience.
• Act as a trusted advisor to Operations leadership on workforce execution strategies and real‑time performance risks.

• 3–5 years of experience in workforce management, operations analytics, or strategic operations within an execution‑heavy, fast‑moving environment.
• Strong written and verbal communication skills, with the ability to clearly convey risks, trade‑offs, and recommendations to stakeholders at multiple levels.
• Proven ability to partner cross‑functionally and influence outcomes without direct authority.
• Demonstrated ability to quickly learn new systems, tools, and processes with minimal direction.
• Advanced analytical skills (Google Workspace required; SQL and BI tools a plus).

• Hands‑on experience with workforce scheduling, intraday management, and capacity optimization in high‑volume or regulated environments.
• Strong understanding of workforce metrics and contact center performance indicators (e.g., service level, occupancy, adherence, shrinkage).
• Experie…