Skip to main content
High angle portrait of a young woman using her laptop indoorsHigh angle portrait of a young woman using her laptop indoors

Business Analyst-Workforce Management

Apply Now
Apply Now


Position Description:

The Business Analyst for the Workforce Management Team is responsible for Command Center inbound contact forecasting. Forecasting in the Command Center includes providing short, medium- and long-term call volume forecasting, average handle time forecasting, as well as staffing requirement forecasting. The Business Analyst position also requires timely production and analysis of multi-functional management reports to support the operation for multi-skilled queues housing various inbound call transactions. The Forecast Analyst will efficiently ensure execution of strategic goals and service-level agreements through forecast modeling, collaborative planning, and effective communication.

Position Requirements:

  • Provide real-time monitoring via workforce management tools (Calabrio, ICBM, etc.) and workforce management techniques to make intra-day adjustments. All efforts focused on maximizing resource efficiency and achieving service-level goals / business objectives.
  • Perform continuous analysis of current performance, noting recent historical trends.
  • Conduct real-time analysis to calibrate all forecast models as necessary, and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
  • Maintain constant, consistent communication with Operations team(s) to coordinate needed staffing adjustments based on real-time result discrepant to forecast results.
  • Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operations.
  • Generates and evaluates staffing schedules, and ensures proper, timely data updates into scheduling system. Generates short and long-term staffing models, and provides recommendations based on analysis.
  • Compares results to forecast and identify opportunities for improvement based on historical or real-time trends.
  • Monthly, weekly, daily, and half-hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
  • Oversee and maintain the workforce management tools (Calabrio, ICBM, etc.) utilized for forecasting and scheduling.
  • Appropriately forecast and account for growth due to seasonal variations, portfolio growth, and special events. Ensure that impacts to the business are captured and analyzed, and all recommendations on staffing delivered in a timely manner.
  • Formulate recommendations based upon analysis, data, and input from users and departmental management.
  • Partner with other teams to understand the key drivers of volume and incorporate volume drivers into forecasting and planning efforts.
  • Leads in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
  • Identifies and researches service level risks for problem resolution and management notification.
  • Maintains an accurate event log detailing the reason for variance to forecast for all operational metrics.
  • Coordination with vendor workforce management to balance call volumes and staffing needs.
  • Data analysis, trending, and preparation of hourly, daily, and monthly call center performance reports.
  • Identifies and recommends process improvement opportunities to improve productivity, efficiency, and customer satisfaction.
  • Other related duties as assigned.

Job Requirements

    • Bachelor’s degree (B.A.) from a four-year College or University; or three to five years related experience and/or training; or equivalent combination of education and experience
    • Three to five years of workforce management experience in call center setting
    • Experience with large-scale inbound contact center forecasting
    • Genesys/Interactive Intelligence and Workforce Management System experience preferred


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.