Senior Workforce Management Analyst

🕒 June 11

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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

• 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 to support scalability and accuracy over time. • Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets. • Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management. • Provide data-driven insights to inform cost optimization strategies.

🎯 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.

🏖️ Benefits

• Work-Life Harmony: Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies. • Comprehensive wellness programs focused on fostering well-being. • Competitive compensation and comprehensive benefits. • Professional Growth and Development: Access to learning opportunities and comprehensive training programs. • Rewards and Recognition: Tangible rewards to celebrate contributions.