Workforce Management Analyst - Remote

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Work From Home United Statestime type:
Full time posted on:
Posted Todayjob requisition :
19193
** Position Title
** Workforce Management Analyst - Remote
** Location
* * Nationwide, MI 48098
** Job Summary
** The Workforce Management Analyst (WFM Analyst) is responsible for overseeing the daily operations of the Customer Engagement Center (CEC), ensuring optimal performance of client-facing teams. This includes monitoring call volume trends, schedule adherence, queue management, and updating teammate states within the NICE application. The WFM Analyst serves as a central coordinator within the contact center, assessing real‑time situations and taking appropriate actions to help ensure service levels are achieved while supporting both frontline teammates and leadership.

In this role, the WFM Analyst will also build reporting skills and provide operational insights to Operations partners, with advancement opportunities into senior real‑time roles that focus on more complex analysis and reporting.
Pay Range - 46,807.50 - 76, 65.00

Pay Range:
Local Minimum Wage - $0.00 - $0.00
*
* Job Responsibilities:

**** Real Time Monitoring
*** Monitor intra-day contact center traffic and team member activities, making real‑time assessments and decisions such as adjusting staffing levels, calling in additional resources, authorizing overtime based on business needs to maintain service levels and operational success.
* Manage the WFM inbox by evaluating, prioritizing, and responding to teammate requests and ensuring timely resolution.
* Support teammates through the WFM Hotline determining and implementing schedule or activity updates as needed based on real‑time operational conditions.
* Review, approve, and communicate Voluntary Time Off (VTO) requests in alignment with business needs.
* Update schedules, adherence events, and other daily activities for all client-facing teams.
* Partner with Operations Leadership to communicate opportunities and risks impacting daily performance providing real‑time insights and recommended actions
* Collaborate with the Managed Services team to support the ongoing success of onshore and offshore contact center teams, including communicating performance insights and identifying operational risks.
** Reporting & Special Projects
*** Identify and escalate individual or team performance trends to leadership.
* Provide cross-functional support to Workforce Management projects and initiative.
* Troubleshoot technical issues related to scheduling tools, coordinating with IT and Telecom teams as needed.
* Continuously enhance knowledge of workforce management tools and share best practices to improve performance and metrics.
** ADDITIONAL

ACCOUNTABILITIES
*** Adhere to assigned work schedules, including designated meetings and events.
* Maintain flexibility to support business needs, including occasional evenings, weekends and holidays.
* Perform special projects, additional duties and responsibilities as required.
* Consistently adhere to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.
** JOB REQUIREMENTS
***
* Required Qualifications:

*** Education level required:
High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
* Minimum experience required: 2+ Years in a high-volume contact center.
* Prior supervisory or related analytical experience.
*
* Preferred Qualifications:

*** Education level preferred:
Undergraduate Degree (4 years or equivalent) in Business Administration or a related field.
* 1+ years of Workforce Management experience.
* Knowledge of real time monitoring, reporting and workforce management best practices.
* Microsoft Office Certifications.
* Working knowledge of NICE software suite.
* Experience contributing to enterprise wide or departmental initiatives.
** Job

Competencies:

*** Clear and effective verbal and written communication skills.
* Strong problem-solving abilities, including the capacity to analyze…