New

Workforce Analyst

TEKsystems
$25.00 - $29.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Iowa, Des Moines
Aug 15, 2025
Description The Workforce Analyst has a critical role ensuring the efficiency and effectiveness of the contact center. This position is responsible for forecasting, scheduling, and real-time management of staffing to meet service levels and optimize customer experience. The ideal candidate will have strong analytical skills, excellent communication abilities, and experience with workforce management (WFM) tools and methodologies. Key Responsibilities: Forecasting and Planning Develop accurate long-term, medium-term, and short-term workload forecasts using historical data and predictive analytics. Analyze call volumes, customer interactions, and other relevant metrics to determine staffing needs. Collaborate with leadership to set service level targets and ensure alignment with business goals. Scheduling Create and manage agent schedules, ensuring adequate coverage across all shifts and channels. Plan for peak periods, holidays, and special events that may impact staffing requirements. Coordinate time-off requests, training sessions, and other off-phone activities while maintaining operational efficiency. Real-Time Management Monitor real-time performance metrics such as service levels, queue times, and adherence. Make intra-day adjustments to agent schedules to address unexpected call volume changes or staffing issues. Communicate with team leaders and supervisors to implement immediate solutions for service level breaches. Analysis and Reporting Generate and distribute reports on key performance indicators (KPIs), such as occupancy, adherence, and service levels. Identify trends and recommend strategies to improve efficiency and customer satisfaction. Present actionable insights and recommendations to management. Process Improvement Evaluate current workforce management processes and tools, identifying opportunities for improvement. Partner with technology teams to implement and optimize WFM software and tools. Develop and document standard operating procedures for workforce management practices. Preferred Qualifications: Experience with omnichannel contact centers, including voice, chat, email, and social media. Certification in workforce management or related fields. Knowledge of scripting and automation tools (e.g., Python, SQL) is a plus. Minimum 2-3 years of experience in workforce management, preferably in a contact center environment. Technical Skills Pay and Benefits The pay range for this position is $25.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Aug 27, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.