Job Details

Workforce Management Analyst

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Workforce Management Analyst, you will be responsible for optimizing service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling utilizing AI-driven platforms for predictive analytics and automation tools.

Job Description

We are looking for an experienced Workforce Management Analyst to optimize service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling. This role ensures the right resources are available at the right time to meet service level objectives while maximizing operational efficiency and analyst productivity within our Service Desk environment. This position will be full-time and remote.

What You'll Do

Develop short-term and long-term contact volume forecasts using historical data, trend analysis, business intelligence, and AI-driven predictive analytics. Leverage AI to build and maintain dynamic forecasting models that adapt to evolving patterns and business needs. Calculate staffing requirements based on forecast volumes, service level targets, and operational constraints. Conduct capacity planning analysis to identify gaps and recommend hiring or resource allocation strategies. Collaborate with business stakeholders to incorporate planned initiatives and their impact on contact volumes. Integrate AI-driven scheduling solutions to optimize resource allocation and improve schedule efficiency. Create optimized schedules using workforce management software and Erlang C modeling principles. Coordinate time-off requests, ensuring adequate coverage during vacation periods and holidays. Develop contingency plans for unexpected volume spikes or staffing shortages. Utilize AI-powered real-time monitoring tools to proactively adjust staffing and maintain service levels. Track schedule adherence and identify patterns of non-compliance requiring coaching or process intervention. Coordinate break and lunch schedules to optimize service delivery throughout the day. Respond to urgent staffing needs by reallocating resources or implementing escalation procedures. Use AI-driven data visualization tools to generate actionable insights and enhance reporting accuracy. Analyze key metrics including service level, average speed of answer, occupancy, shrinkage, and adherence. Identify trends and anomalies in workforce data and provide actionable recommendations. Calculate and track shrinkage factors (training, meetings, breaks, absenteeism) for accurate planning. Present findings to leadership with clear insights that drive operational improvements. Continuously evaluate WFM processes and implement best practices from industry standards. Partner with Training, Quality, and Operations teams to understand business needs and priorities. Optimize schedule efficiency by analyzing shift patterns, coverage requirements, and service windows. Contribute to technology implementations and system upgrades affecting workforce management. Serve as a subject matter expert on workforce management principles and methodologies.

What You'll Need

Required: Associate's or Bachelor's degree in Business, Analytics, Statistics, Operations Management, or related field; OR equivalent combination of education and experience. Minimum 3 years of workforce management experience in a contact center, service desk, or customer service environment. Experience with AI-driven platforms for workforce management, including predictive analytics and automation tools. Demonstrated experience with workforce management software (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar) and related platforms for scheduling, forecasting, real-time management. Advanced Microsoft Excel skills including pivot tables, VLOOKUP/XLOOKUP, complex formulas, and data visualization. Strong understanding of statistical concepts and forecasting, machine learning algorithms, and AI-driven forecasting methodologies. Ability to shape and execute a vision for AI-enabled workforce management strategies. Ability to interpret complex data sets and translate findings into actionable strategies. High degree of accuracy and attention to detail in forecasting, scheduling, and data analysis. Problem solving skills with ability to quickly identify issues with creative and practical solutions. Clear and concise communication with both technical and non-technical audiences. Ability to prioritize competing demands and meet deadlines in a fast-paced environment. Comfortable with ambiguity and able to adjust quickly to changing business conditions. Ability to work effectively across departments and with all levels of the organization. Understanding of contact center operations and key performance indicators. Familiarity with Erlang C calculations and workforce optimization principles. Knowledge of service level agreements (SLAs) and their impact on staffing. Awareness of industry best practices for schedule adherence and occupancy targets. Preferred: Talkdesk WFM platform experience. Knowledge of contact center telephony systems (ACD) and performance metrics. Understanding of ITIL framework principles.

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards. Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to ...@cai.io or (888) ### ####.

$70,000-$71,000 The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.