Workforce Management Analyst

Workforce Management Analyst Req number

R6965

Full time

Remote

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor‑made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

As a Workforce Management Analyst, you will be responsible for optimizing service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling utilizing AI‑driven platforms for predictive analytics and automation tools.

We are looking for an experienced Workforce Management Analyst to optimize service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling. This role ensures the right resources are available at the right time to meet service level objectives while maximizing operational efficiency and analyst productivity within our Service Desk environment. This position will be full‑time and remote.

• Develop short‑term and long‑term contact volume forecasts using historical data, trend analysis, business intelligence, and AI‑driven predictive analytics
• Leverage AI to build and maintain dynamic forecasting models that adapt to evolving patterns and business needs
• Calculate staffing requirements based on forecast volumes, service level targets, and operational constraints
• Conduct capacity planning analysis to identify gaps and recommend hiring or resource allocation strategies
• Collaborate with business stakeholders to incorporate planned initiatives and their impact on contact volumes
• Integrate AI‑driven scheduling solutions to optimize resource allocation and improve schedule efficiency
• Create optimized schedules using workforce management software and Erlang C modeling principles
• Coordinate time‑off requests, ensuring adequate coverage during vacation periods and holidays
• Develop contingency plans for unexpected volume spikes or staffing shortages
• Utilize AI‑powered real‑time monitoring tools to proactively adjust staffing and maintain service levels
• Track schedule adherence and identify patterns of non‑compliance requiring coaching or process intervention
• Coordinate break and lunch schedules to optimize service delivery throughout the day
• Respond to urgent staffing needs by reallocating resources or implementing escalation procedures
• Use AI‑driven data visualization tools to generate actionable insights and enhance reporting accuracy
• Analyze key metrics including service level, average speed of answer, occupancy, shrinkage, and adherence
• Identify trends and anomalies in workforce data and provide actionable recommendations
• Calculate and track shrinkage factors (training, meetings, breaks, absenteeism) for accurate planning
• Present findings to leadership with clear insights that drive operational improvements
• Continuously evaluate WFM processes and implement best practices from industry standards
• Partner with Training, Quality, and Operations teams to understand business needs and priorities
• Optimize schedule efficiency by analyzing shift patterns, coverage requirements, and service windows
• Contribute to technology implementations and system upgrades affecting workforce management
• Serve as a subject‑matter expert on workforce management principles and methodologies

Required:

• Associate's or Bachelor's degree in Business, Analytics, Statistics, Operations Management, or related field; or equivalent combination of education and experience
• Minimum 3 years of workforce management experience in a contact center, service desk, or customer service environment
• Experience with AI‑driven platforms for workforce management, including predictive analytics and automation tools
• Demonstrated experience with workforce management software (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar)…