Senior Workforce Analytics Analyst (Contact Center WFM)

Location: Richardson, Texas, United States; hybrid with 3 days in the office. Other locations include Virginia Beach, Virginia; Getzville, New York; Tucson, Arizona; Lakeland, Florida; and Fredericksburg, Virginia.

Salary: $80,000–$124,000 annually. An additional annual salary range of $65,600–$129,150 is provided as a general guideline.

Company

hirify.global is a Berkshire Hathaway company and one of the largest auto insurers in the United States, operating contact center services for more than 9,000 agents across multiple insurance product lines.

What you will do

• Analyze contact center operational data to identify trends, patterns, and actionable workforce insights.
• Conduct root cause analysis of service-level failures, staffing challenges, and workforce performance issues.
• Develop reports and dashboards using SQL, Power BI, Excel, PowerPoint, and related tools.
• Support staffing models, forecasting, scheduling, intraday management, capacity planning, and cost optimization.
• Define and analyze KPIs for workforce efficiency, service levels, and operational effectiveness.
• Use NICE, Alvaria, AWS Connect, or similar platforms to improve forecasting, scheduling, reporting, and data-driven decision-making.

Requirements

• Bachelor’s degree in Data Analytics, Workforce Management, Business Administration, or a related field.
• At least 4 years of experience in workforce analytics, contact center operations, or WFM-related roles.
• Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools.
• Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms.
• Familiarity with predictive modeling, data mining, and statistical analysis.
• Strong critical-thinking, problem-solving, decision-making, verbal, and written communication skills, including the ability to explain complex data to diverse audiences.
• Proactive, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

Culture & Benefits

• Hybrid work arrangement with 3 days in the office.
• Personalized development programs, mentorship, and certification assistance.
• Inclusive and collaborative culture focused on shared success.
• Competitive pay, benefits, and flexibility supporting employee well-being and career development.
• hirify.global does not sponsor new applicants for employment authorization for this position.