Workforce Management (WFM) Analyst - Scheduling & Operations

Workforce Analyst OpportunityThe Opportunity: We are looking for a detail-oriented Workforce Analyst to join our Workforce Management team on a contract basis. In this role, you'll support the day-to-day execution of expert scheduling within a gig-economy-style workforce model — one that blends structured planning with real-time operational judgment. Your day will span monitoring and processing inbound scheduling exception requests across multiple channels, applying manual corrections where automation falls short, and executing bulk scheduling operations through Python-generated upload files. If you stay organized under volume, take pride in accuracy, and make consistent decisions within established guidelines, this role is a strong fit.Key Responsibilities:Exception Monitoring & Processing: Monitor multiple inbound channels throughout the working day for scheduling exception requests; process each request accurately and within predefined thresholds and response time parameters, escalating edge cases as appropriateThreshold-Based Decision Making: Apply established exception handling guidelines to evaluate and approve, deny, or escalate requests consistently across a steady volume of daily submissionsSchedule Execution & Manual Intervention: Identify and correct scheduling gaps or conflicts that automated processes don't resolve, ensuring expert coverage targets are maintainedBulk Scheduling Operations: Run Python scripts that generate bulk schedule upload files; review outputs for accuracy before submitting for async processing into the scheduling platformShrinkage Tracking: Track and reconcile operational shrinkage (time off, training, unplanned absences) against planned assumptions, flagging discrepancies for reviewScheduling Package Support: Assist in preparing scheduling deliverables and operational summaries for handoff to Real-Time Operations (RTO) teams covering upcoming scheduling windowsPerformance Monitoring: Support maintenance of reports and tracking tools that surface scheduling adherence, exception trends, coverage gaps, and key WFM metricsIssue Documentation: Log recurring exception patterns, platform limitations, and manual workaround procedures to support process improvement and institutional knowledgeSkills: Required Qualifications:Experience: 2+ years of hands-on experience in a workforce management, scheduling, or operations roleWFM Fundamentals: Working knowledge of core WFM concepts including scheduling, exceptions, shrinkage, adherence, utilization, and service levelWFM Platform Familiarity: Experience working within at least one WFM platform (e.g., Genesys, NICE, Verint, Aspect, or similar)Multi-Channel Monitoring: Demonstrated ability to manage and triage requests across multiple concurrent inbound channels without dropping items or missing SLAsJudgment Within Guidelines: Comfortable applying predefined rules and thresholds to make consistent, repeatable decisions at volume — and knowing when to escalateTechnical Comfort: Ability to run Python scripts in an operational context, interpret their outputs, and identify when results don't look right — writing scripts from scratch is not requiredAI Tool Proficiency: Moderate proficiency using large language models (e.g., ChatGPT, Copilot) to support day-to-day tasks such as drafting communications, analyzing data, and building simple operational reportsAttention to Detail: Proven ability to validate data before bulk submission and catch errors that would otherwise impact agents or customersSpreadsheet Proficiency: Comfortable working with spreadsheets for tracking, reconciliation, and light analysis (pivot tables, lookups, conditional formatting)Communication: Clear and timely communicator, able to flag issues and explain scheduling decisions to non-technical stakeholdersNice to Have:Experience with gig or flexible workforce scheduling modelsBasic SQL skills for querying scheduling or operational dataExposure to contact center operations or BPO environments**Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**