Workforce Management Analyst

Summary

Join VetsEZ as a Workforce Management (WFM) Analyst to support a Department of Veterans Affairs (VA) contact center project. You will forecast, schedule, monitor, and report to optimize staffing and contact center performance. The role requires expertise in WFM software, data analysis, and communication. You must have a Bachelor’s degree or equivalent experience and 2+ years of WFM experience in a contact center. The position offers a remote opportunity and various benefits including medical/dental/vision, 401k with employer match, PTO, federal holidays, a corporate laptop, and training opportunities. Residency within the continental US is required. Experience with VA or other federal agencies and healthcare is preferred.

Requirements

• Bachelor’s degree in Business, Mathematics, Statistics, or a related field (or equivalent experience)
• 2+ years of WFM experience in a contact center environment
• Proficient with WFM software and Microsoft Excel
• Strong analytical, organizational, and communication skills
• Familiarity with contact center KPIs, operations, and scheduling compliance

Responsibilities

• Forecast call volumes, handle times, and staffing needs using historical data and predictive models
• Build and maintain agent schedules across channels to ensure service level coverage
• Monitor real-time metrics and agent adherence, making intraday staffing adjustments as needed
• Track and report key WFM metrics including occupancy, shrinkage, and absenteeism
• Collaborate with operations, HR, and training teams to support workforce planning and resource allocation
• Analyze trends and recommend improvements to optimize workforce efficiency
• Use WFM tools (e.g., NICE, Verint, Genesys, Calabrio) for forecasting, scheduling, and reporting
• Ensure compliance with labor laws, organizational policies, and union agreements where applicable

Preferred Qualifications

• Experience with VA or other federal agencies
• Healthcare experience preferred
• Experience with SAFe/Agile
• Ability to obtain a government clearance

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity