Workforce Management Analyst

About The Job

We are seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist to support and optimize a high-performance inside sales call center environment. This role is responsible for maintaining script adherence, schedule adherence, workforce optimization, queue management, campaign performance, and overall sales floor operational effectiveness while fostering a positive, motivating, and professional culture. The ideal candidate has strong experience analyzing telephony and queue performance reports, improving workforce utilization, minimizing abandonment rates, and coaching agents in a constructive and performance-driven manner.

Job Details

• Employment Type: Full-Time Employee
• Department: Customer Service/Support
• Job Level: Senior
• Experience: 3 Years
• Education: Bachelors
  
  

Required Skills

• General Skills: Call Center Operations, Escalation Handling
• Soft Skills: Accuracy, Adaptability, Team Collaboration
  
  

Responsibilities

Key Responsibilities:

• Monitor and manage real-time call center operations to ensure optimal service levels, low abandonment rates, and efficient workforce utilization.
• Track and enforce script adherence, schedule adherence, attendance, and overall sales floor discipline while maintaining a positive team environment.
• Analyze telephony reports, queue reports, workforce management data, and campaign metrics to identify trends, risks, and performance opportunities.
• Optimize outbound and inbound campaign performance through staffing recommendations, dialing strategy adjustments, and operational improvements.
• Provide real-time guidance and operational support to sales agents and team leads to improve productivity and conversion performance.
• Work collaboratively with leadership to identify operational gaps and provide actionable recommendations for process improvement.
• Monitor agent performance KPIs including occupancy, utilization, conversion rates, call handling behaviors, schedule adherence, and quality metrics.
• Partner with training and quality assurance teams to reinforce scripting, sales techniques, and compliance expectations.
• Assist in forecasting staffing requirements based on call volume trends, campaign activity, and business objectives.
• Prepare and present operational reports and workforce insights to leadership on a regular basis.
• Support escalations, workflow management, and staffing adjustments during peak periods or operational disruptions.
• Create a professional and supportive sales floor culture focused on accountability, performance improvement, and employee engagement.
• Ensure agents remain productive and aligned with campaign goals while minimizing burnout and negative morale.
• Recommend technology, reporting, workflow, and process enhancements that improve operational performance and customer experience.
  
  

Required Qualifications

• Experience in workforce management, sales operations supervision, or call center operations leadership.
• Previous experience supporting inside sales or outbound sales call center environments.
• Strong understanding of telephony systems, queue management, workforce optimization, and call center KPIs.
• Must have Five9 administrative experience around:
  
  

Building and managing IVR paths

Configuring campaign ratios

Other Five9 administration and system configuration tasks

• Proven ability to analyze and interpret telephony reports, queue reports, abandonment metrics, occupancy
• rates, and utilization data.
• Experience with campaign optimization, staffing strategies, and performance improvement initiatives.
• Strong coaching and communication skills with the ability to motivate agents without creating a negative work
• environment.
• Ability to provide operational insights and strategic recommendations to leadership teams.
• Advanced proficiency with Excel, reporting dashboards, CRM systems, and workforce management tools.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Excellent written and verbal English communication skills.
• Experience working with remote or hybrid call center teams is preferred.
  
  

Preferred Skills & Competencies

• Real-time workforce management (RTA) expertise
• Forecasting and scheduling knowledge
• Campaign analytics and performance optimization
• Data-driven decision making
• Positive leadership and coaching
• Conflict resolution and team engagement
• Operational reporting and KPI analysis
• Performance management and accountability
• Process improvement mindset
  
  

Success Metrics

• Improved schedule adherence and script compliance
• Reduced call abandonment rates
• Optimized agent utilization and occupancy
• Improved campaign conversion performance
• Higher overall sales floor productivity
• Positive employee engagement and retention
• Timely operational reporting and actionable insights
  
  

Salary & Benefits

• Pay: Monthly, 70000.00 – 70000.00
• Benefits:
  
  

Working Hours

• Monday: 08:00 - 17:00
• Tuesday: 08:00 - 17:00
• Wednesday: 08:00 - 17:00
• Thursday: 08:00 - 17:00
• Friday: 08:00 - 17:00
  
  

Additional Requirements

• Tech Requirements: Windows
• Language: English
  
  

About The Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.