Workforce Analyst I (Call Center Env.)

Location: Primarily remote; candidates must reside in Washington, DC, Maryland, or Virginia for possible onsite collaboration.

Company

hirify.global provides technical staffing and contract-to-permanent opportunities.

What you will do

• Monitor and analyze call volume, call patterns, traffic flow, forecasts, and workforce workload.
• Adjust schedules and staffing levels with supervisors and managers to meet service level objectives.
• Prepare regular workload and workforce reports for management.
• Identify trends, perform root cause analysis, and provide actionable operational recommendations.
• Recommend call center technology, process improvements, and cost-reduction opportunities.

Requirements

• Bachelor's degree, or four additional years of relevant experience in lieu of a degree.
• At least one year of experience in service center operations or scheduling and forecasting in a high-volume call center.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis.
• Knowledge of workforce management concepts, including forecasting, scheduling, capacity planning, shrinkage, and contact center performance metrics.
• Experience with contact center technologies and workforce management platforms such as Genesys Cloud, NICE IEX, or CXone.

Nice to have

• SQL querying abilities.

Culture & Benefits

• Primarily remote work arrangement.
• Possible onsite collaboration in the Washington, DC, Maryland, or Virginia area.
• Contract-to-permanent opportunity.
• Initial contract term of 6–12 months.