Senior Workforce Management Analyst

🕒 June 11

🗽 New York – Remote

🗽 New York – Remote

💵 $86k - $115k / year

⏰ Full Time

🟠 Senior

🧐 Business 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

• 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.

🎯 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

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