Job Description
Trident Consulting is seeking a "Senior Workforce Management Analyst /Lead" for one of our client in "Irwindale, CA". A leading organization in workforce operations and analytics.
Title: Senior Workforce Management Analyst /Lead-Forecasting
Location: Irwindale, CA- 91702
Contract – w2 (12+ Months)
Pay Rate: $44 - $49/hr on w2
Job Description: Job duties may include: create detailed design documentation for the development of computer systems in accordance to business needs; devising, configuring, operating, and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business, department, team, or functional goals.
Day-to-Day Responsibilities:
- This role is responsible for building workforce plans that support day-to-day operations
- Includes forecasting, staffing plans, schedule development, and performance analysis
- Work closely with Operations, Systems, and vendors to maintain service levels
- Understand operational performance, explain drivers, and recommend actionable improvements
Required Skills & Attributes:
- Hands-on WFM experience in a contact center (forecasting, scheduling, performance analysis)
- Strong understanding of call center metrics:
- Forecast inputs (volume, AHT, shrinkage)
- Service level / ASA
- Abandon rate, occupancy, adherence, backlog
- Ability to translate data into operational recommendations
- Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)
- Experience creating staffing plans and explaining trade-offs (service vs cost)
- Ability to work in ambiguity and changing priorities (weather, outages, system issues)
- Strong communication skills
- Strong stakeholder management with Operations and vendors
- High attention to detail and documentation
Desired Skills & Attributes:
- Experience with WFM platforms:
- Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio
- Experience with multi-site or vendor/BPO operations
- Multi-skill routing and queue/skill strategy experience
- Knowledge of intraday management (OT, VTO, reassignments, skill changes)
- Capacity planning for seasonal peaks and event-driven changes
- SQL, Power BI/Tableau, or data modeling experience
- Experience with reporting automation and governance routines
- Familiarity with labor rules, union environments, and timekeeping systems
- Experience mentoring and driving WFM best practices
Education & Experience:
- Bachelor’s degree in business, technical discipline, or equivalent experience
- Degree preferred OR 4–6 years of direct contact center WFM experience
- Minimum 5+ years of experience in resource management and/or business planning
- Overall experience required: 3–5+ years.