Workforce Analyst – Contact Center Scheduler

Job Description :

Join a collaborative workforce planning team where your analysis directly supports customer service outcomes. You will turn historical trends and forecast insights into schedules that help teams meet service level goals. If you enjoy solving operational problems with data, partnering across functions, and improving processes, this role offers meaningful impact and growth. We value inclusive teamwork, clear communication, and practical solutions.

As a Workforce Analyst in the Workforce Planning - Scheduling team, you will analyze performance and staffing trends to support schedule creation and help maintain staffing level objectives. You will partner with operations, training, and forecasting stakeholders to identify risks, recommend actions, and drive process improvements through structured project work.

Job responsibilities

• Build and maintain schedules and intraday exceptions in the Alvaria eWorkforce Management platform
• Analyze service level performance, staffing drivers, and productivity metrics to identify trends and improvement opportunities
• Evaluate historical demand and staffing patterns to support strategic and tactical staffing plans
• Partner with cross-functional stakeholders to align on assumptions, constraints, and service level objectives
• Identify forecast-driven service level risks and escalate issues with supporting analysis and recommended actions
• Support continuous improvement initiatives by documenting processes, tracking actions, and measuring outcomes
• Prepare clear, concise updates for leaders and working teams to support decision-making
• Facilitate or contribute to workforce planning meetings and working sessions
• Maintain organized documentation, data inputs, and scheduling artifacts to support auditability and consistency
• Perform additional duties aligned to business priorities and organizational needs

Required qualifications, capabilities and skills

• 3 years of experience in workforce scheduling, workforce planning, capacity planning, or a related operations analytics role
• 3 years of experience supporting service-level-driven operations (for example, contact center or shared services environments)
• Proficiency in Excel, including formulas, pivot tables, and basic data visualization
• Experience using workforce management tools to enter schedules and exceptions (for example, Alvaria eWorkforce Management or similar)
• Demonstrated ability to analyze trends and explain drivers using data (for example, volume, handle time, shrinkage, adherence, occupancy, and service levels)
• Demonstrated ability to communicate findings clearly in writing and in meetings with varied stakeholders
• Ability to manage multiple tasks, prioritize work, and meet deadlines in a changing environment
• Ability to work effectively both independently and within a team environment

Preferred qualifications, capabilities and skills

• Experience supporting multi-site operations or large-scale service environments
• Bachelor's degree or equivalent practical experience
• Advanced proficiency in workforce management concepts and scheduling practices (for example, forecasting inputs, staffing plans, and schedule efficiency)
• Advanced experience with Alvaria eWorkforce Management configuration, reporting, or optimization
• Experience applying automation, artificial intelligence, or machine learning techniques to workforce planning or operational analytics