1,322 Workforce Management jobs in the United States

• Utilize Power BI and other data reporting tools and features to enhance report functionality and user experience
• Maintain and update existing reports to ensure accuracy and relevance to the business needs.
• Assist in the development and execution of operational strategies, reports, and technology that align with overall business objectives
• Assist in budgeting and tracking of operational expenses, cost to serve, & cost per interaction.
• Analyze sales performance, customer service metrics, and operational data to identify trends and areas for improvement.
• Generate and review daily/weekly/monthly performance KPI and report to respective stakeholders
• Proactively recommend changes and support the implementation of new processes and tools.
• Work closely with business unit leaders to understand their objectives, challenges, and reporting needs.
• Provide support for ad hoc reporting requests from various departments to assist with specific projects or initiatives.
• Act as the point of contact for reporting inquiries and support various teams in understanding and leveraging data.
• Conduct data analysis to identify trends, inefficiencies, and opportunities for operational enhancement, & present insights and recommendations based on findings
• Generate and report forecasting using our suites and tools, & support ad hoc forecasting/reports requested by leadership
• Other duties as assigned

• Bachelor's Degree and 3 plus years of related experience or High School Diploma/General Education Diploma and 6 plus years of specific experience

Job Summary: The Workforce Management Analyst is a key member of the Workforce Management team, providing analytical support to contact center operations, forecasting contact volumes, determining staffing requirements, optimizing the workforce, and reporting on operational performance and productivity. We are looking for a dynamic, collaborative, and analytical-minded professional who is ready to jump in with the team to drive the evolution of our department.

Essential Functions:

• Manage end-to-end workforce management responsibilities for all assigned queues/departments

• Collaborate and nurture relationships with internal customers operations departments

• Generate daily, weekly, monthly, and annual forecasts

• Review forecast accuracy, and make proactive recommendations to minimize variances

• Clean forecast data weekly and monthly to maintain forecast accuracy

• Recommend proper contact center staffing levels

• Project staffing level shortages and overages

• Capacity Planning for assigned departments

• Manage and ensure delivery of the executions of real time plans, ensuring the onsite, remote and cross-functional team(s) is meeting deliverables and deadlines.

• Track all agent movement and attrition

• Report on agent schedule adherence, attendance, conformance

• Report on sourcing and attrition impact to the short-term and long-term forecasts

• Track and report on agent performance and productivity

• Analyze and report on operational KPIs

• Manage Commission / Payroll for assigned departments

• Analysis of productivity, occupancy, service levels, call volume, schedule efficiency and staff trends, providing recommendations as required to the business

• Drive process improvement requirements and ad-hoc WFM projects

• Create optimized plans for cross-functional teams across all contact channels: Voice / Chat / Email / SMS

• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet KPI requirements.

• Highlight and communicate key metrics impacting current operations and department, including schedule shifts, productivity, and other critical factors affecting service levels and customer experience

• Conduct complex root-cause analyses to understand variances and inform future planning

• Conduct ad-hoc analyses to answer both operational and workforce-related questions

• Attend and provide insights and recommendations to internal team and department meetings

Position Requirements :

• Bachelor's degree in Business, Economics, Mathematics, Statistics or related field preferred

• Analytical-minded and fully grasps the value of using data to drive business decisions

• Prior workforce management experience preferred, but not required

• Highly skilled critical thinker and creative problem solver

• Highly organized and efficient

• Strong attention to detail

• Collaborative, patient, and empathetic when working with others

• Willingness to learn a unique and evolving system

• Ability to take direction and willingness to implement specific practices

• Ability to communicate verbally and in writing across all levels of the organization and with clients

• Able to explain technical concepts to a non-technical audience

• Advanced Microsoft Excel skills

• Ability to thrive in a fast-paced, dynamic environment

• Contact center experience preferred, but not required.

General Compensation Disclosure

The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.

Pay Range:

$41,420.00-$55,955.00 Annual

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit:

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.

• Build and maintain volume forecasts and staffing models using historical data, seasonality trends, and input from business stakeholders.
• Align resource plans with marketing campaigns, sales goals, and enrollment timelines.
• Assist with capacity planning to support hiring and training decisions.

• Create agent schedules to meet service level goals while optimizing labor efficiency.
• Monitor adherence, manage real-time staffing adjustments, and support time-off planning

• Oversee real-time queues and system performance, responding quickly to service disruptions.
• Communicate intraday adjustments and impacts to leadership and team leads.

• Deliver actionable reports on staffing, service levels, productivity, and forecast accuracy.
• Identify trends, gaps, and recommend improvements in processes and resourcing.
• Track and meet annual budget requirements.

• Utilize WFM software (e.g., NICE, Verint, Genesys) for scheduling, monitoring, and reporting.
• Collaborate with IT or vendors to resolve system issues and optimize tool functionality.

• Act as the centralized WFM resource across Telesales and Sales Support functions.
• Partner with Sales, Marketing, and Operations to support shared goals and seasonal readiness.

• Bachelor's Degree in Business, Operations, Statistics, or related field preferred; or equivalent experience
• Certified Workforce Planning Professional (CWPP), Six Sigma, or PMP a plus.
• 2-4 years in workforce management, contact center support, or sales operations, ideally in a Medicare Advantage or healthcare setting.
• Proficiency in WFM tools (e.g., Genesys, NICE, Verint, Calabrio) and strong Excel skills (pivot tables, formulas).
• Familiarity with Salesforce, Five9, Genesys Cloud, or similar platforms is a plus.
• Strong forecasting, capacity planning, and real-time monitoring capabilities.
• Ability to interpret data, identify issues, and recommend actionable improvements.
• Excellent communication skills with the ability to explain data insights to diverse stakeholders.
• Collaborative, organized, and adaptable in a fast-paced, high-volume environment.

• Base Pay Range: $25.38 to $36.33 per hour
• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO) along with 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

Do you get excited by new innovations in technology? Are you someone who enjoys leveraging data to create a better experience for customers and employees? Analytical, strategic, and tech-savvy? Then working within our Business Planning & Workforce Management Team at Spectrum may be a great fit for you.

At Spectrum, we keep our customers connected across a 41-state footprint. Our Business Planning & Workforce Management Team creates actionable budgets, forecasts, and engagement strategies that support the needs of customers and employees. Utilizing their ability to anticipate workforce needs and adapt to market changes, this team helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

This role will oversee workforce management scheduling and reporting ensuring our agents can connect people in ways that matter and make a positive impact on our subscribers and the company.

WHAT OUR WORKFROCE MANAGEMENT ADMINS ENJOY MOST

• Utilizing scheduling software to determine the proper shift coverage and meet service level metrics by adjusting center resources to accommodate changes in call volume/service activity or resource availability
• Monitoring real-time adherence, call statistics, and communicating with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
• Managing and tracking scheduled and unscheduled absences and entering real-time exceptions into eWorkforce Management
• Updating leadership on staffing issues, performance measures, call statistics, and providing input on forecast projections and staffing requirements

On a given day you facilitate learning to develop participants skill sets. This includes a variety of delivery methods including classroom learning, team meetings, virtual sessions and virtual learning debriefs through a variety of delivery methods.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Education : Bachelor's degree in Communications, Business, related field, or equivalent experience
• Experience : Workforce Management scheduling and forecasting software experience: 2+ years; Inbound Contact Center environment experience: 2+ years
• Abilities : Analyze and interpret data; Communicate orally and in writing with all levels of management; Prioritize and organize effectively with multiple projects and tasks; Work independently and with others; Make decisions and solve problems while working under pressure; Maintain confidentiality
• Skills : Microsoft Office applications (Word, Excel, PowerPoint, Outlook); Use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
• Knowledge : Cable television products and services

Required Qualifications

• Experience : Multi-channel Contact Center Management

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth : The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture : We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams : Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

Apply now, connect a friend to this opportunity or sign up for job alerts!

The Workforce Management Analyst will lead the workforce department and set up the systems and structure to support Real Time Analysis, reporting, routing skills, queues, IVR set up. 

The role will also be a pivotal driver in the architecture of the workforce management system.

        ● Creates reports and dashboards on historical data and forecasting results from applicable systems.

        ● Analyzes data and recommends talent management solutions for implementation.

        ● Monitors real time performance across all business units.

        ● Analyzes and develops weekly recommendations for scheduling to meet operation commitments. 

        ● Strong understanding of Erlang C.

        ● Expert level experience with workforce management software.

        ● Solid understanding of workforce management as relates to day to day business operations.

        ● Excellent verbal and written communication skills required.

        ● High School Diploma or GED.

        ● Minimum 6 months of workforce analyst experience in a contact center environment.

        Friendly Team Environment

        Comprehensive benefits package including  Medical, Dental, Vision, Life & Disability Insurance, and 401k

        Generous PTO Policy including 2 weeks of PTO accrual in first year

        Tuition Reimbursement

Learn more about us at

Are you positive and proactive with a passion for workforce management? Do you enjoy working in a fast-paced, collaborative environment? Organized, analytical, and good communicator? Then you'll thrive as a Workforce Management Admin for the Customer Service Reliability team at Spectrum.

Customer Service Reliability Representatives are vital to our mission, taking inbound calls and providing support that strengthens connections between Spectrum and our residential customers.

BE PART OF THE CONNECTION

This role will oversee workforce management scheduling and reporting ensuring our agents can connect people in ways that matter and make a positive impact on our subscribers and the company.

WHAT OUR WORKFROCE MANAGEMENT ADMINS ENJOY MOST

• Utilizing scheduling software to determine the proper shift coverage and meet service level metrics by adjusting center resources to accommodate changes in call volume/service activity or resource availability
• Monitoring real-time adherence, call statistics, and communicating with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
• Managing and tracking scheduled and unscheduled absences and entering real-time exceptions into eWorkforce Management
• Updating leadership on staffing issues, performance measures, call statistics, and providing input on forecast projections and staffing requirements

On a given day you facilitate learning to develop participants skill sets. This includes a variety of delivery methods including classroom learning, team meetings, virtual sessions and virtual learning debriefs through a variety of delivery methods.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Education : Bachelor's degree in Communications, Business, related field, or equivalent experience
• Experience : Workforce Management scheduling and forecasting software experience: 2+ years; Inbound Contact Center environment experience: 2+ years
• Abilities : Analyze and interpret data; Communicate orally and in writing with all levels of management; Prioritize and organize effectively with multiple projects and tasks; Work independently and with others; Make decisions and solve problems while working under pressure; Maintain confidentiality
• Skills : Microsoft Office applications (Word, Excel, PowerPoint, Outlook); Use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
• Knowledge : Cable television products and services

Preferred Qualifications

• Experience : Multi-channel Contact Center Management

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth : The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture : We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams : Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

Apply now, connect a friend to this opportunity or sign up for job alerts!

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 300,000 members in California, Arizona, Nevada, Texas, and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit or follow us on LinkedIn; Facebook; and Twitter.

The Job

The Workforce Management Analyst is responsible for forecasting, scheduling, and real-time monitoring to ensure the Telesales and Sales Support teams are adequately staffed to meet service and performance targets. This role supports resource planning during critical periods like the Annual Enrollment Period (AEP), tracking and meeting annual budget requirements and provides key insights to optimize efficiency and agent experience. Collaborate with sales management team to obtain all the necessary information to adequately support planning, forecasting and facilitate decision making.

You Will

Workforce Planning & Forecasting

• Build and maintain volume forecasts and staffing models using historical data, seasonality trends, and input from business stakeholders.
• Align resource plans with marketing campaigns, sales goals, and enrollment timelines.
• Assist with capacity planning to support hiring and training decisions.

Scheduling & Staffing Optimization

• Create agent schedules to meet service level goals while optimizing labor efficiency.
• Monitor adherence, manage real-time staffing adjustments, and support time-off planning

Real-Time & Intraday Management

• Oversee real-time queues and system performance, responding quickly to service disruptions.
• Communicate intraday adjustments and impacts to leadership and team leads.

Reporting & Performance Analysis

• Deliver actionable reports on staffing, service levels, productivity, and forecast accuracy.
• Identify trends, gaps, and recommend improvements in processes and resourcing.
• Track and meet annual budget requirements.

Systems & Tools

• Utilize WFM software (e.g., NICE, Verint, Genesys) for scheduling, monitoring, and reporting.
• Collaborate with IT or vendors to resolve system issues and optimize tool functionality.

Collaboration & Support

• Act as the centralized WFM resource across Telesales and Sales Support functions.
• Partner with Sales, Marketing, and Operations to support shared goals and seasonal readiness.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

• Bachelor's Degree in Business, Operations, Statistics, or related field preferred; or equivalent experience
• Certified Workforce Planning Professional (CWPP), Six Sigma, or PMP a plus.
• 2-4 years in workforce management, contact center support, or sales operations, ideally in a Medicare Advantage or healthcare setting.
• Proficiency in WFM tools (e.g., Genesys, NICE, Verint, Calabrio) and strong Excel skills (pivot tables, formulas).
• Familiarity with Salesforce, Five9, Genesys Cloud, or similar platforms is a plus.
• Strong forecasting, capacity planning, and real-time monitoring capabilities.
• Ability to interpret data, identify issues, and recommend actionable improvements.
• Excellent communication skills with the ability to explain data insights to diverse stakeholders.
• Collaborative, organized, and adaptable in a fast-paced, high-volume environment.

What's in it for you?

• Base Pay Range: $25.38 to $36.33 per hour
• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO) along with 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

#LI-JE1

#LI-Hybrid

• Utilize Power BI and other data reporting tools and features to enhance report functionality and user experience
• Maintain and update existing reports to ensure accuracy and relevance to the business needs.
• Assist in the development and execution of operational strategies, reports, and technology that align with overall business objectives
• Assist in budgeting and tracking of operational expenses, cost to serve, & cost per interaction.
• Analyze sales performance, customer service metrics, and operational data to identify trends and areas for improvement.
• Generate and review daily/weekly/monthly performance KPI and report to respective stakeholders
• Proactively recommend changes and support the implementation of new processes and tools.
• Work closely with business unit leaders to understand their objectives, challenges, and reporting needs.
• Provide support for ad hoc reporting requests from various departments to assist with specific projects or initiatives.
• Act as the point of contact for reporting inquiries and support various teams in understanding and leveraging data.
• Conduct data analysis to identify trends, inefficiencies, and opportunities for operational enhancement, & present insights and recommendations based on findings
• Generate and report forecasting using our suites and tools, & support ad hoc forecasting/reports requested by leadership
• Other duties as assigned

• Bachelor's Degree and 3 plus years of related experience or High School Diploma/General Education Diploma and 6 plus years of specific experience

• Utilize Power BI and other data reporting tools and features to enhance report functionality and user experience
• Maintain and update existing reports to ensure accuracy and relevance to the business needs.
• Assist in the development and execution of operational strategies, reports, and technology that align with overall business objectives
• Assist in budgeting and tracking of operational expenses, cost to serve, & cost per interaction.
• Analyze sales performance, customer service metrics, and operational data to identify trends and areas for improvement.
• Generate and review daily/weekly/monthly performance KPI and report to respective stakeholders
• Proactively recommend changes and support the implementation of new processes and tools.
• Work closely with business unit leaders to understand their objectives, challenges, and reporting needs.
• Provide support for ad hoc reporting requests from various departments to assist with specific projects or initiatives.
• Act as the point of contact for reporting inquiries and support various teams in understanding and leveraging data.
• Conduct data analysis to identify trends, inefficiencies, and opportunities for operational enhancement, & present insights and recommendations based on findings
• Generate and report forecasting using our suites and tools, & support ad hoc forecasting/reports requested by leadership
• Other duties as assigned

• Bachelor's Degree and 3 plus years of related experience or High School Diploma/General Education Diploma and 6 plus years of specific experience