Senior Workforce Management Analyst

🔥 1 minute ago

🗽 New York – Remote

🗽 New York – Remote

💵 $86k - $115k / year

⏰ Full Time

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 for three levels of support. • Develop headcount models to support hiring plans and service level targets. • Partner closely with outsource vendors for workforce planning and performance management. • Provide data-driven insights for BPO budgeting and long-range financial planning. • Serve as a core member of the Customer Service Leadership Team, presenting insights to senior leadership.

🎯 Requirements

• 5–8+ years of Workforce Management, forecasting, or capacity planning experience. • Proven experience building WFM processes 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. • Experience with WFM tools (NICE, Verint, Genesys, CCMath, or similar) preferred.

🏖️ Benefits

• Work-Life Harmony: Enjoy the freedom of remote work and flexible scheduling. • Rewards and Recognition: Competitive compensation, comprehensive benefits, and tangible rewards. • Professional Growth and Development: Comprehensive training programs and tuition reimbursement opportunities. • Innovation and Impact: Engage in work that directly transforms lives and empowers individuals. • Community and Connection: Diverse workforce reflecting the global community we serve.