CAI · 15 hours ago
Workforce Management Analyst
United States
Full-time
Remote
Mid Level
$70K/yr - $71K/yr
3+ years expCAI is a global technology services firm with over 8,500 associates worldwide. As a Workforce Management Analyst, you will optimize service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling utilizing AI-driven platforms.
ConsultingSoftware
Responsibilities
Develop short-term and long-term contact volume forecasts using historical data, trend analysis, business intelligence, and AI-driven predictive analytics
Leverage AI to build and maintain dynamic forecasting models that adapt to evolving patterns and business needs
Calculate staffing requirements based on forecast volumes, service level targets, and operational constraints
Conduct capacity planning analysis to identify gaps and recommend hiring or resource allocation strategies
Collaborate with business stakeholders to incorporate planned initiatives and their impact on contact volumes
Integrate AI-driven scheduling solutions to optimize resource allocation and improve schedule efficiency
Create optimized schedules using workforce management software and Erlang C modeling principles
Coordinate time-off requests, ensuring adequate coverage during vacation periods and holidays
Develop contingency plans for unexpected volume spikes or staffing shortages
Utilize AI-powered real-time monitoring tools to proactively adjust staffing and maintain service levels
Track schedule adherence and identify patterns of non-compliance requiring coaching or process intervention
Coordinate break and lunch schedules to optimize service delivery throughout the day
Respond to urgent staffing needs by reallocating resources or implementing escalation procedures
Use AI-driven data visualization tools to generate actionable insights and enhance reporting accuracy
Analyze key metrics including service level, average speed of answer, occupancy, shrinkage, and adherence
Identify trends and anomalies in workforce data and provide actionable recommendations
Calculate and track shrinkage factors (training, meetings, breaks, absenteeism) for accurate planning
Present findings to leadership with clear insights that drive operational improvements
Continuously evaluate WFM processes and implement best practices from industry standards
Partner with Training, Quality, and Operations teams to understand business needs and priorities
Optimize schedule efficiency by analyzing shift patterns, coverage requirements, and service windows
Contribute to technology implementations and system upgrades affecting workforce management
Serve as a subject matter expert on workforce management principles and methodologies
Qualification
Required
Associate's or Bachelor's degree in Business, Analytics, Statistics, Operations Management, or related field; OR equivalent combination of education and experience
Minimum 3 years of workforce management experience in a contact center, service desk, or customer service environment
Experience with AI-driven platforms for workforce management, including predictive analytics and automation tools
Demonstrated experience with workforce management software (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar) and related platforms for scheduling, forecasting, real-time management
Advanced Microsoft Excel skills including pivot tables, VLOOKUP/XLOOKUP, complex formulas, and data visualization
Strong understanding of statistical concepts and forecasting, machine learning algorithms, and AI-driven forecasting methodologies
Ability to shape and execute a vision for AI-enabled workforce management strategies
Ability to interpret complex data sets and translate findings into actionable strategies
High degree of accuracy and attention to detail in forecasting, scheduling, and data analysis
Problem Solving skills with ability to quickly identify issues with creative and practical solutions
Clear and concise communication with both technical and non-technical audiences
Ability to prioritize competing demands and meet deadlines in a fast-paced environment
Comfortable with ambiguity and able to adjust quickly to changing business conditions
Ability to work effectively across departments and with all levels of the organization
Understanding of contact center operations and key performance indicators
Familiarity with Erlang C calculations and workforce optimization principles
Knowledge of service level agreements (SLAs) and their impact on staffing
Awareness of industry best practices for schedule adherence and occupancy targets
Preferred
Talkdesk WFM platform experience
Knowledge of contact center telephony systems (ACD) and performance metrics
Understanding of ITIL framework principles
Benefits
Medical, dental, and vision insurance
401k retirement account access
Paid time off
Paid sick leave
Company
CAI
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Salvaggio
President and CEO
Tony Salvaggio
Founder and CEO
Recent News
Computer Aid, Inc. (CAI)
2025-09-19
Company data provided by crunchbase