Senior Workforce Management Analyst

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World Education Services

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1974

📚 Education

🌍 Social Impact

Education • Social Impact

World Education Services is a nonpartisan social enterprise that provides widely accepted international credential evaluation services to help students, professionals, immigrants, and refugees have their foreign education recognized in the United States and Canada. WES offers credential assessment reports (including ECAs for Canadian immigration), digital tools like iGPA and AccessWES, research and policy work, and social impact programs and philanthropy aimed at improving economic inclusion and workforce pathways for newcomers.

📋 Description

• Play a critical role in building and scaling Workforce Management capabilities for WES’ Customer Service function • Own forecasting, capacity planning, and headcount modeling across three tiers of customer support and multiple contact channels • Design, build, and maintain contact volume forecasts from scratch across three levels of support • Forecast demand across multiple channels, including voice, email, chat, and social • Establish forecasting methodologies, assumptions, and documentation • Develop short-term and long-term headcount models • Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management • Monitor vendor performance against contractual commitments and operational KPIs • Provide data-driven insights to inform cost optimization strategies • Serve as a core member of the Customer Service Leadership Team

🎯 Requirements

• 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.

🏖️ Benefits

• Employee-centric environment • Access to learning opportunities • Pathways for personal and professional development • Recognition of achievements • Flexible work options • Comprehensive wellness programs • Generous time-off policies