WFM Analyst

Location: Nashville, Tennessee, United States; work model prioritizes in-person collaboration with flexibility

Company

hirify.global provides enterprise IT services covering business process outsourcing, insurance, analytics, engineering, applications, security, cloud, and modern workplace solutions.

What you will do

• Develop short- and long-term forecasts for workload volumes, staffing needs, and resource requirements.
• Analyze historical trends, business drivers, seasonality, and special events to improve forecast accuracy.
• Maintain workforce management systems, forecasting models, assumptions, documentation, and performance tracking.
• Partner with Operations, Finance, Marketing, and Vendor Management to align workload expectations and staffing plans.
• Prepare workforce reports, forecasts, trends, and recommendations for leadership.
• Identify opportunities to improve service levels, productivity, customer experience, forecasting, and operational efficiency.

Requirements

• Bachelor’s degree in Business, Analytics, Statistics, Mathematics, or a related field; equivalent experience may be considered.
• 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, or Contact Center Analytics.
• Experience with NICE, Verint, Genesys, Calabrio, Aspect, or similar workforce management platforms.
• Advanced Microsoft Excel skills covering data analysis, modeling, and reporting.
• Strong analytical, problem-solving, organizational, communication, and presentation skills.
• Ability to manage multiple priorities and support business needs outside standard business hours when required.

Nice to have

• Experience with contact center forecasting, scheduling, capacity planning, staffing models, and forecasting methodologies.
• Experience with Power BI, Tableau, SQL, or other business intelligence and reporting tools.
• Experience presenting forecasts and business insights to senior leadership.
• Knowledge of financial planning, budgeting, cost-to-serve analysis, process improvement, or workforce optimization.
• Workforce Management or analytics certification.

Culture & Benefits

• Work model prioritizes in-person collaboration while offering flexibility for wellbeing, productivity, individual work styles, and life circumstances.
• Inclusive environment focused on strong connections and community.
• Equal opportunity employment practices.
• Participation in E-Verify for applicants from the United States, Guam, or Puerto Rico.