Analyst, Workforce Planning

Location: Remote within Florida, Georgia, Texas, or North Carolina; regular travel to the Miami, FL headquarters may be required. Primary remote hubs include Orlando, Tampa, Atlanta, Houston, and Dallas.

Company

hirify.global delivers cruise vacations and guest experiences across its fleet.

What you will do

• Analyze call volume, staffing needs, forecasts, AHT, shrinkage, and KPI variances to determine coverage requirements.
• Monitor real-time schedule adherence, staffing, agent activity, outsourcing partner utilization, and service performance.
• Optimize schedules for training, meetings, coaching, seminars, and other activities without affecting service levels.
• Prepare call count and performance reports for senior leadership, explaining unexpected variances and missed KPIs.
• Maintain Alvaria workforce management data, CMS agent groups, staffing records, entitlements, and PTO bid processes.
• Collaborate with contact center coaches and managers on efficiency, agent satisfaction, schedule adherence, and skill-level improvements.

Requirements

• 1–2 years of workforce planning experience required; contact center experience is preferred.
• Bachelor’s degree in Human Resources, Business, Organizational Development, or a related field is preferred.
• Proficiency with Microsoft Office, including Excel, and strong analytical, organizational, and communication skills.
• Experience tracking and reporting service performance metrics such as abandon rate, ASA, handle time, SLA, and utilization.
• Experience with an established workforce management tool; proficiency with Alvaria/Aspect and NiCE CMS is preferred.
• Must be located in Florida, Georgia, Texas, or North Carolina; regular travel to Miami may be required.

Culture & Benefits

• Full-time remote work from home with possible in-office collaboration at the Miami headquarters.
• Medical, dental, vision, mental health, life insurance, and disability benefits.
• 401(k) with company match and employee stock purchase plan.
• Paid holidays, vacation, and sick time.
• Annual cash bonus eligibility, cruise benefits, employee discounts, and tuition reimbursement.