Senior Workforce Analyst (Remote)

Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver's unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.

The Senior Workforce Analyst plays a critical role in driving operational excellence by delivering insights that improve workforce management processes and align staffing strategies with business needs. This role is responsible for developing and maintaining capacity models that support organizational service level objectives, while actively partnering with key stakeholders to optimize both staffing and process efficiencies. As the primary point of contact for forecasting and real-time analytics, the Senior Workforce Analyst supports both short & long term planning, workload monitoring, and ad hoc reporting ensuring staffing levels consistently align with business projections. Are you ready for the challenge? Read on…

The Gig:

• Build and refine detailed capacity models that translate strategic business plans into actionable workforce forecasts across multiple locations and skill sets.

• Provide regular short-, mid-, and long-term workload projections—accounting for seasonality, hiring cycles, attrition, training timelines, and cross-functional initiatives.

• Collaborate with business leaders to model the impact of product launches, marketing campaigns, policy changes, and evolving service goals on workforce demand.

• Work closely with senior stakeholders across Operations, HR, Finance, Recruiting, and Training to ensure alignment of workforce strategy with organizational objectives.

• Present forecasts, risks, and hiring plans with clear business rationale to senior leaders and decision-makers.

• Develop and maintain strong, proactive relationships with business partners, serving as a trusted advisor on all workforce capacity topics.

• Assisting the Sr. Director with the creation of operating budget plans

• Execute on load balancing strategies, channel distribution, and intraday adjustments to maximize efficiency and meet SLA targets.

• Monitor workforce adherence and performance KPIs, identifying patterns and opportunities to drive improvements in productivity and service delivery.

• Lead and support exception management, schedule optimization, and variance analysis in real time and historically.

• Performs any other related duties as required or assigned.

What you need to make the cut:

• 10+ years of experience in workforce management, with proven ability in capacity planning, staffing, and scheduling in contact centers or customer operations.

• Bachelor's degree in a related field or equivalent work experience.

• Strong experience with Workforce Management software (e.g., NICE IEX, Verint, Calabrio, Genesys WFM).

• Advanced forecasting and modeling skills, including trend analysis and scenario planning.

• Proficiency in Microsoft Excel, Word, PowerPoint; familiarity with BI tools (Power BI, Tableau & Quicksight) a plus.

• Ability to independently prioritize, multitask, and deliver under pressure with minimal supervision.

• Excellent communication skills with the ability to convey complex concepts to senior leadership and cross-functional teams.

• Strong analytical and problem-solving skills; able to draw insights from large data sets.

• Deep understanding of contact center operations and metrics (AHT, occupancy, shrinkage, SLAs, etc.).

• Commitment to continuous improvement, operational excellence, and superior customer service.

• Proven track record of influencing senior stakeholders, presenting findings, and justifying investment decisions with clarity and confidence.

• Experience supporting budgeting processes, workforce transitions, and enterprise transformation efforts.

The pay range for this position is $31 to $50 per hour (pay to be determined by the applicant’s education, experience, knowledge, skills, abilities, balanced against internal equity and competitive market based geographic ranges).

Other Compensation: If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/

Dear Applicant.

At Businessolver, we take our responsibility to protect our clients, employees, and company seriously and that begins with the hiring process.

Our approach is thoughtful and thorough. We’ve built a multi-layered screening process designed to identify top talent and ensure the integrity of every hire. This includes quickly filtering out individuals who may attempt to misrepresent themselves or act in bad faith.

We also partner with trusted, best-in-class providers to conduct background checks, verify identities, and confirm references. These steps aren’t just about compliance, they’re about ensuring fairness, safety, and trust for everyone involved.

Put simply: we will always confirm that you are who you say you are. It's just one of the many ways we uphold the standards that matter most, to you, to us, and to the people we serve.

With heart,
The Businessolver Recruiting Team

Businessolver is committed to maintaining an environment that protects client data. We train our employees to maintain leading class security practices and expect all employees to adhere to policy, procedures and controls.

(Applicable to all roles at an AVP, DIR, VP, Head Of or SVP and above level):

Serve as a security contact for the business unit. Responsible for driving adoption and compliance with information security and privacy practices. Serve as a liaison with the information security team on security and privacy matters.

Equal Opportunity at Businessolver:

Businessolver is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

#LI-Remote