Workforce Management Analyst

Forecasting, Scheduling & Real‑Time Management

• Analyze historical trends and real‑time data to develop volume forecasts and staffing plans


• Build and maintain schedules aligned with service level goals


• Monitor intraday performance and traffic to ensure proper coverage


• Make real‑time staffing adjustments to address coverage or adherence gaps

Reporting, Analytics & Optimization

• Produce detailed performance reports (hourly, daily, weekly, monthly) to support leadership decisions


• Identify efficiency opportunities using Five9 and related analytics tools


• Support interaction analytics and AI tools (e.g., Ava) to uncover process gaps and drive improvements

Platform Support & Collaboration

• Provide Five9 platform support, including scheduling, quality management, and screen capture


• Assist with IVR programming and optimization to improve call flow and routing


• Communicate with leaders and frontline teams to manage traffic fluctuations and priorities

What You Bring

• Bachelor’s degree in Mathematics, Economics, Business Analytics, or a related field


• 2+ years of workforce management experience in a high‑volume call center


• Experience with cloud‑based contact center platforms; Five9 preferred


• Familiarity with IVR systems and real‑time traffic management


• Strong analytical, organizational, and problem‑solving skills


• Ability to work independently while collaborating across teams


• Clear, confident communicator with strong interpersonal skills


• Proficiency with Microsoft 365 tools (Excel, PowerPoint, Teams, SharePoint, Power BI)


• Alignment with Slide’s Core Values and collaborative culture