View all jobs
Workforce Planning Analyst – Contact Center #2791
Dallas, Texas · Information TechnologyWorkforce Planning Analyst – Contact Center
Contract Length: 12 months + potential extension
Location: Dallas, Texas – Hybrid (3 days onsite downtown Dallas)
Our client is seeking a Workforce Planning Analyst to support contact center operations by forecasting call volumes, analyzing performance data, and delivering actionable insights. In this role, you'll provide real-time reporting and scheduling analysis to help manage day-to-day service levels, staffing decisions, and long-term planning. The ideal candidate will have strong experience with WFM systems, Excel, and data-driven operational support in high-volume environments.
Education & Experience Requirements:
Key Responsibilities:
Genius Road, LLC is proud to be a Certified Women’s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.
Contract Length: 12 months + potential extension
Location: Dallas, Texas – Hybrid (3 days onsite downtown Dallas)
Our client is seeking a Workforce Planning Analyst to support contact center operations by forecasting call volumes, analyzing performance data, and delivering actionable insights. In this role, you'll provide real-time reporting and scheduling analysis to help manage day-to-day service levels, staffing decisions, and long-term planning. The ideal candidate will have strong experience with WFM systems, Excel, and data-driven operational support in high-volume environments.
Education & Experience Requirements:
- Bachelor's degree in Business, Computer Science, Mathematics, or related field.
- Minimum of 5 years’ experience in an analytical role focused on data, reporting, and forecasting.
- Advanced proficiency in Microsoft Excel and data analysis tools.
- Hands-on experience with WFM systems and telephony platforms (e.g., IVR, CRM, speech analytics, call recording, etc.) is required.
- Project management experience is highly valued.
- Previous experience in a contact center environment is a plus.
- Strong interpersonal, communication, and presentation skills.
- Ability to manage multiple projects under pressure, with strong organizational and time-management abilities.
- Must be detail-oriented with a commitment to accuracy, timeliness, and high-quality output.
Key Responsibilities:
- Forecast customer interaction volumes and staffing needs based on historical trends and business growth.
- Maintain and optimize Workforce Management (WFM) tools for scheduling and forecasting.
- Track and adjust forecasts to reflect seasonal and event-based volume changes.
- Analyze real-time performance data and escalate service risks as needed.
- Deliver clear, data-backed recommendations to leadership to support productivity and service goals.
- Build, manage, and present reports and dashboards using Excel and other tools.
- Partner with business units to understand volume drivers and staffing requirements.
- Monitor and report on KPIs such as adherence, call volume, handle time, and service levels.
- Support contact center teams with staffing plans, performance metrics, and augmentation needs.
- Provide subject matter expertise for operational enhancements, process improvements, and new initiatives.
- Validate vendor reports and track compliance with SLAs.
- Share in 24/7 on-call rotation to support customer operations.
- Identify and implement opportunities for automation and reporting efficiency.
Genius Road, LLC is proud to be a Certified Women’s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.