Senior Workforce Management Analyst

🕒 Junho 11

🗽 New York – Remoto

🗽 New York – Remote

💵 $86.000 - $115.000 / ano

⏰ Tempo Integral

🟠 Sênior

🧐 Analista de Negócios

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World Education Services

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1974

📚 Educação

🌍 Impacto Social

Education • Social Impact

A World Education Services é uma empresa social apartidária que oferece serviços amplamente aceitos de avaliação de credenciais internacionais para ajudar estudantes, profissionais, imigrantes e refugiados a terem sua educação estrangeira reconhecida nos Estados Unidos e no Canadá. A WES oferece relatórios de avaliação de credenciais (incluindo ECA para imigração canadense), ferramentas digitais como iGPA e AccessWES, trabalhos de pesquisa e políticas, além de programas de impacto social e filantropia voltados para melhorar a inclusão econômica e os caminhos para o mercado de trabalho para recém-chegados.

Descrição

• Design, build, and maintain contact volume forecasts from scratch across three levels of support (e.g., Tier 1, Tier 2, Tier 3). • Forecast demand across multiple channels, including voice, email, chat, and social, accounting for seasonality, business drivers, and growth. • Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time. • Continuously evaluate forecast accuracy and adjust models to improve performance. • Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets. • Translate forecasted demand into staffing requirements, schedules, and capacity plans across internal teams and BPO partners. • Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management. • Partner with Customer Service Leadership on BPO budgeting, forecasting, and long-range financial planning. • Serve as a core member of the Customer Service Leadership Team, contributing strategic insight and operational recommendations.

🎯 Requisitos

• 5–8+ years of Workforce Management, forecasting, or capacity planning experience in a customer service or contact center environment. • Proven experience building WFM processes from the ground up, including forecasting, capacity planning, and headcount modeling. • Hands-on experience managing or supporting outsourced/BPO contact center operations. • Strong expertise in contact volume forecasting across multiple channels and support tiers. • Advanced proficiency in Excel and/or Google Sheets (complex models, assumptions, scenario planning). • Experience with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) strongly preferred. • Ability to translate complex data into clear insights and executive-ready presentations. • Strong business acumen with the ability to connect workforce planning to customer experience. • Demonstrated ability to influence cross-functional leaders without direct authority. • Comfortable operating in ambiguity and building structure where none exists. • Excellent communication skills, with experience presenting to senior leadership.

🏖️ Benefícios

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities • Remote work options • Wellness programs