Workforce Management Analyst jobs in United States
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WM · 7 hours ago

Workforce Management Analyst

positionWindsor, CT
timeFull-time
remoteHybrid
seniorityEntry Level
money$30/hr - $30/hr
date1+ years exp

Waste Management (WM) is the leading provider of comprehensive waste and environmental services in North America. The Workforce Management Analyst supports daily operations by ensuring adequate agent coverage and optimizing workforce efficiency through real-time schedule adjustments and monitoring staffing needs.

EnergyEnvironmental EngineeringRecyclingSustainabilityWaste Management

Responsibilities

Proactively monitors agent availability and utilization reporting deficiencies to local contact center management team
Receive call outs and recommends adjustment to schedules (shift, lunches, breaks etc) as necessary to help ensure contact centers meet performance targets
Recommend paid time off (PTO), voluntary time off (VTO) and overtime based on real-time call volumes to help ensure contact center meets service level and productivity standards
Monitors call arrival and duration patterns
Coordinate resource coverage for event durations exceeding 90 minutes
Set-up and maintain agent profiles and hierarchy assignments
Prepare basic call center metric and productivity reports

Qualification

Call center reportingAnalytical skillsMicrosoft OfficeSQLStress managementTeamworkCommunication skills

Required

High school diploma or equivalent required
1-2 years experience analyzing business metrics or financials
1-2 years experience working in a team environment
1 year experience working with call center reporting and metrics required
Ability to operate effectively in a team environment
Good oral and written communication skills and interpersonal skill
Ability to work effectively in stressful work conditions
Strong analytical skills
Proficiency in Microsoft Office Applications including Word, Excel, SharePoint and other relevant software
Microsoft Access Experience, Genysis, Workspace, and SQL

Benefits

Medical
Dental
Vision
Life Insurance
Short Term Disability
Stock Purchase Plan
Company match on 401K
Paid Vacation
Holidays
Personal Days

Company

WM

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Glassdoor3.5
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WM is North America's leading provider of integrated environmental solutions.
dateFounded in 1968
location
Houston, Texas, USA
people-size10001+ employees
web-link
https://www.wm.com/

Funding

Current Stage
Public Company
Total Funding
$9.95B
2024-10-31Post Ipo Debt· $5.2B
2024-06-24Post Ipo Debt· $1.5B
2023-07-27Post Ipo Debt· $2B

Leadership Team

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James C. Fish
Chief Executive Officer
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John Morris
President and Chief Operating Officer
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Recent News

PR Newswire
WM and Novel Ice Cream to Debut Exclusive, Signature Green Ice Cream Flavor at the 2026 WM Phoenix Open
2026-01-05
Arkansas Business — Business News, Real Estate, Law, Construction
Top 10 Online Stories of 2025: Real Estate, Wrestling and Whispers
2025-12-22
Morningstar.com
The Conference Board Announces 2026 Corporate Citizenship Award Honorees: Dynex Capital, Nuveen, S. C. Johnson, Ulta Beauty, and WM
2025-12-22
Company data provided by crunchbase