Workforce Management Analyst jobs in United States
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Georgia's Own Credit Union · 2 days ago

Workforce Management Analyst

positionAtlanta
timeFull-time
remoteHybrid
seniorityEntry, Mid Level
date2+ years exp

Georgia's Own Credit Union is seeking a Workforce Management Analyst to join their team. This role is responsible for ensuring the Contact Center is appropriately staffed to meet member service expectations and involves forecasting, scheduling, real-time management, and performance reporting.

Financial Services
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Growth Opportunities

Responsibilities

Develop short-term and long-term forecast models for call volume, AHT, shrinkage, occupancy, and multichannel demand
Analyze historical patterns, seasonality, marketing events, product launches, and operational impacts to refine forecast accuracy
Incorporate shrinkage factors (PTO, training, meetings, adherence variances) into staffing projections
Provide staffing recommendations aligned to service level goals
Partner with leadership on annual budgeting, headcount planning, and scheduling strategies
Build and maintain agent schedules to maximize resource efficiency
Manage shift changes, rotations, PTO planning, overtime needs, and training/offline time allocation
Monitor real-time call volume and adjust staffing levels as necessary
Recommend actions such as channel prioritization, skill changes, reprioritization of after-call work, overtime/early-release decisions, and overflow routing
Monitor adherence dashboards and work with leadership to resolve schedule compliance issues
Produce daily, weekly, and monthly performance reports
Interpret trends and provide actionable insights to leadership
Identify performance gaps and partner with leaders on coaching opportunities related to adherence or schedule compliance
Serve as the subject matter expert for WFM tools, scheduling, and reporting
Support system configuration, skill assignment, routing changes, and other administrative tasks
Participate in UAT, process improvement, and change management initiatives for new systems or workflows

Qualification

Workforce Management toolsForecasting modelsPerformance reportingAnalytical skillsScheduling optimizationPC proficiencyCommunication skillsOrganizational skillsProblem solving skillsTeam collaboration

Required

Associate's degree in Business Administration, Operations Management, or a related field
Minimum 2 years experience in Workforce Management or related roles
Proficiency with Workforce Management tools and software
Proven ability to analyze trends, build staffing models, and prepare performance reports
Excellent communication and interpersonal skills
Strong organizational and planning skills
Strong analytical, mathematical, and problem solving skills
Highly proficient use of PC and contact center technologies
Understanding of adherence, shrinkage, and occupancy concepts
Ability to make real-time decisions under pressure
Ability to work in a virtual team environment

Company

Georgia's Own Credit Union

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Georgia's Own was founded in 1934 by a group of telephone employees with an initial investment of $160.
dateFounded in 1934
location
Atlanta, Georgia, USA
people-size201-500 employees
web-link
https://www.georgiasown.org/

Funding

Current Stage
Growth Stage

Leadership Team

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Eric S. Broome
Executive Vice President
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Recent News

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Georgia’s Own Expands Partnership With University of Georgia Athletics
2025-09-13
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Georgia’s Own Awards 20 Scholarships to Southwest Georgia Students
2025-05-29
Company data provided by crunchbase