About this role
The Senior Workforce Management (WFM) Analyst will play a critical role in building and scaling Workforce Management capabilities from the ground for WES’ Customer Service function. This individual will own forecasting, capacity planning, and headcount modeling across three tiers of customer support and multiple contact channels. This role is a strategic partner to Customer Service leadership, will influence near-and long-term staffing decisions, BPO budgeting, and operational performance. The Senior WFM Analyst will sit on the Customer Service Leadership Team and serve as a trusted advisor to both internal stakeholders and outsourcing partners.