Workforce Analyst (WFM Analyst)

Confidential

Santa Ana, Santa Ana Hybrid permanent

Posted: February 12, 2026

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Required Skills

Technical Advanced Excel Union Staff Management Data modeling Measurement Data Interpretation Reporting tools SQL Analytical Data storytelling

Job Description

Role Summary

The Workforce Analyst is responsible for designing data-driven staffing strategies that ensure optimal service delivery, cost efficiency, and SLA compliance across assigned accounts.

This role transforms operational data into actionable workforce insights by forecasting demand, planning capacity, optimizing schedules, and monitoring real-time performance.

The Workforce Analyst serves as a strategic partner to Operations, Recruitment, HR, and Leadership by proactively identifying risks, recommending adjustments, and protecting service levels and margin performance.

The position plays a critical role in balancing coverage sufficiency, interpreter productivity, and financial discipline.

Core Responsibilities

1) Demand Forecasting & Capacity Modeling

2) Workforce Planning & Scheduling

3) Real-Time Workforce Management (Intraday Control)

4) Performance Reporting & Analytics

5) Financial & Efficiency Governance

6) Continuous Improvement & Automation

Required Skills

Technical

Advanced Excel (mandatory)

Workforce Management tools (NiCE IEX or equivalent)

Data modeling and statistical interpretation

Reporting tools (Power BI preferred)

Basic SQL / data extraction (nice to have)

Analytical

Capacity modeling

Scenario simulation

Risk detection

Root cause analysis

Leadership & Communication

Clear communication with cross-functional teams

Data storytelling

Decision-making under pressure

Stakeholder management

Experience & Education

Experience in contact center workforce management or operations analytics.

Background in statistics, industrial engineering, business analytics, or related field preferred.

Experience in multi-language or interpreter-based operations is a plus.

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