About this role
About the Client Our client is a pioneering health and wellness company leveraging cutting-edge science and natural ingredients to restore and optimize the body’s foundational health barriers. Their physician-founded team utilizes advanced technology to preserve and deliver the highest potency bioactive nutrients, supporting immunity, metabolism, and overall vitality. Driven by research and a commitment to quality, their innovative products are trusted by a growing global community seeking transformational health benefits. Why does this role exist? This role was created to ensure an exceptional customer experience by optimizing workforce planning and scheduling for a fast-growing, 24/7 contact center. The Workforce Management Analyst will transform complex data into actionable insights, be an innovative builder, and drive efficient staffing while supporting service quality as the company scales. By leveraging analytics and process improvements, this position will empower frontline teams and enable the organization to fulfill its mission of delivering outstanding health solutions. Innovative Builder Identify manual bottlenecks in shift bidding, PTO tracking, and scheduling, introducing automated workflows and tools to scale operations efficiently. Build custom forecasting models and dynamic dashboard solutions using advanced formulas, scripting, or data tools to uncover non-obvious volume trends. Continuously experiment with innovative shift structures (e.g., flex-hours, split shifts, micro-shifts) to maximize coverage during peak spikes while improving work-life balance. Leverage APIs and integrations between Deputy, communication platforms, and CX tools to streamline real-time adherence alerts and dynamic schedule adjustments. Forecasting & Capacity Planning Analyze historical data and trends to build short- and long-term volume forecasts across multiple channels. Account for seasonality, new product launches, and campaign initiatives in workforce planning. Anticipate staffing needs to ensure optimal coverage for a 24/7 operation. Scheduling & Optimization Develop and manage daily, weekly, and monthly agent schedules using Deputy. Adjust staffing plans in real-time to align with business requirements and agent wellness. Support flexible scheduling to maximize engagement and minimize burnout. Attendance & Adherence Monitoring Track agent attendance, schedule adherence, and manage time-off requests. Identify and report on patterns in attendance and adherence for accountability. Collaborate with leadership to address recurring issues and improve reliability. Performance Analytics & Reporting Generate and interpret workforce management reports to drive actionable recommendations. Monitor key metrics such as staffing efficiency, service levels, and occupancy rates. Identify opportunities for automation and process improvements to enhance accuracy and reduce manual work. Cross-Functional Collaboration Partner with CX Talent, Team Leads, and the WFM Lead to support hiring strategies and resource planning. Contribute to nesting waves and role-based seat forecasts during periods of growth or transition. Communicate findings and recommendations to leadership and relevant stakeholders.