Workforce Management Analyst - Freelance, Remote

The Impact you’ll make

• Analyze historical data and trends to build short- and long-term volume forecasts across multiple channels.
• Account for seasonality, new product launches, and campaign initiatives in workforce planning.
• Anticipate staffing needs to ensure optimal coverage for a 24/7 operation.

• Develop and manage daily, weekly, and monthly agent schedules using Deputy.
• Adjust staffing plans in real-time to align with business requirements and agent wellness.
• Support flexible scheduling to maximize engagement and minimize burnout.

• Track agent attendance, schedule adherence, and manage time-off requests.
• Identify and report on patterns in attendance and adherence for accountability.
• Collaborate with leadership to address recurring issues and improve reliability.

• Generate and interpret workforce management reports to drive actionable recommendations.
• Monitor key metrics such as staffing efficiency, service levels, and occupancy rates.
• Identify opportunities for automation and process improvements to enhance accuracy and reduce manual work.

• Partner with CX Talent, Team Leads, and the WFM Lead to support hiring strategies and resource planning.
• Contribute to nesting waves and role-based seat forecasts during periods of growth or transition.
• Communicate findings and recommendations to leadership and relevant stakeholders.

Skills, Knowledge and Expertise

• Minimum 2 years of workforce management or forecasting experience in a contact center, BPO, or e-commerce environment
• Advanced proficiency with Deputy and Google Sheets or Excel
• Demonstrated ability to analyze large datasets and translate findings into actionable plans
• Experience using tools such as Gorgias and Slack
• Strong written and verbal communication skills
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor, and up.
  • Internet speed of at least 40 Mbps
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

• Expertise in workforce planning, scheduling, and analytics
• High attention to detail and accuracy in data management
• Proficient with WFM software (preferably Deputy) and advanced spreadsheets
• Ability to communicate complex data in a clear and engaging way
• Proactive, resourceful, and passionate about continuous process improvement

• You thrive in fast-paced, evolving environments and enjoy tackling complex workforce challenges
• You are data-driven, solutions-oriented, and always seek to optimize for efficiency and impact
• You value collaboration, transparency, and own your work with a sense of purpose
• You are eager to grow with a mission-driven company and help shape its customer experience strategy

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

• Monday to Friday, 7 AM to 4 PM PST (Pacific Standard Time)
• Occasional weekend availability for urgent matters
• 40 hours per week

• $9 per hour
• No benefits package included

Benefits