Providing analytical support for workforce management activities, the full-time Workforce Scheduling Analyst will partner with leaders to identify business needs, propose solutions, and ensure adequate staffing to meet workload demands in a remote environment. Key responsibilities Analyzes call handle time and volume trends to improve forecasts and plans Maintains headcount requirements and collaborates with leadership to ensure compliance with service level needs Identifies coverage gaps, predicts work volumes, and proposes staffing adjustments and hiring plans Required qualifications At least 2 years of relevant experience with workforce management tools and call center operations Strong data analysis skills and experience with data integrity Ability to convert dollars to full-time equivalent (FTE) for contact center budgeting Experience with planning efforts in workforce management Root-cause analysis experience and ability to work collaboratively across a matrixed organization