Workforce Management Analyst

About the Role

The Workforce Management (WFM) Analyst supports the local Command Center by ensuring agent coverage meets service‑level goals, partnering with supervisors and agents across multiple call centers to create, assign and adjust schedules—including shifts, breaks, lunches and coaching sessions—in real time. • Monitor agent availability and utilization; report deficiencies to management. • Receive call‑outs and adjust schedules (shifts, lunches, breaks) to meet performance targets. • Recommend PTO, VTO, and overtime based on real‑time call volumes to maintain service levels. • Track call arrival and duration patterns. • Coordinate resource coverage for events exceeding 90 minutes. • Set up and maintain agent profiles and hierarchy assignments. • Prepare basic call‑center metrics and productivity reports.

Key Responsibilities

• ▸schedule management
• ▸real‑time staffing
• ▸agent profiling
• ▸metrics reporting
• ▸call‑volume tracking
• ▸coverage coordination

What You Bring

• High school diploma or equivalent required. • 1–2 years experience analyzing business metrics or financials. • 1–2 years experience working in a team environment. • 1 year experience with call‑center reporting and metrics. • Demonstrated ability to work effectively in stressful conditions and as part of a team. • Strong oral, written and interpersonal communication skills. • Excellent analytical abilities. • Proficiency with Microsoft Office, SharePoint, Access, Genysis, Workspace and SQL.

Requirements

• ▸high school
• ▸sql
• ▸sharepoint
• ▸communication
• ▸analytical
• ▸business analytics

Benefits

The position is based in an office in Windsor, CT with a hybrid schedule (Monday‑Thursday in‑office). The estimated hourly wage is $30, with final compensation based on experience, education and location. Eligible employees receive a competitive total compensation package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, 401(k) match, paid vacation, holidays and personal days, with benefits varying by site. WM is committed to sustainability, equal employment opportunity and inclusive hiring practices in both the United States and Canada, offering accommodations during the selection process and emphasizing a people‑first culture focused on growth, stability and a sustainable future.

Work Environment

Onsite