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Lead Analyst Workforce Management Jobs (NOW HIRING)

Cogeco

Analyst, Workforce Management

Hollywood, MD · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Belmont, NH · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Groton, CT · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Kingwood, WV · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Miramar, FL

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Johnstown, PA

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Saluda, VA

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Leonardtown, MD · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Carvana

Analyst, Workforce Management

Tempe, AZ

Analyst, Workforce Management Position Overview: This is an individual contributor role responsible for providing keen insights to assist with short and long-term strategic planning, business-making ...

Cogeco

Analyst, Workforce Management

Grasonville, MD · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Berwick, PA · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Cogeco

Analyst, Workforce Management

Uniontown, PA · On-site

... to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM ...

Carvana

Analyst, Workforce Management

Tempe, AZ · On-site

Analyst, Workforce Management Position Overview: This is an individual contributor role responsible for providing keen insights to assist with short and long-term strategic planning, business-making ...

Carvana

Analyst, Workforce Management

Tempe, AZ

Analyst, Workforce Management Position Overview: This is an individual contributor role responsible for providing keen insights to assist with short and long-term strategic planning, business-making ...

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Lead Analyst Workforce Management information

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$24.5K

$111.2K

$167.5K

How much do lead analyst workforce management jobs pay per year?

As of Jun 7, 2026, the average yearly pay for lead analyst workforce management in the United States is $111,209.00, according to ZipRecruiter salary data. Most workers in this role earn between $84,000.00 and $132,500.00 per year, depending on experience, location, and employer.

What is the difference between Lead Analyst Workforce Management vs Workforce Analyst?

AspectLead Analyst Workforce ManagementWorkforce Analyst
ResponsibilitiesOversees workforce planning, analyzes staffing needs, and leads team initiativesPerforms data analysis, supports scheduling, and assists in workforce data reporting
Required SkillsAdvanced analytical skills, leadership, and project managementStrong analytical skills, proficiency in workforce tools, and reporting abilities
CertificationsWorkforce management certifications often preferredRelevant data analysis or workforce certifications beneficial
Work EnvironmentTypically in a managerial or team lead role within contact centers or HR departmentsOperational support in similar environments, often reporting to senior staff

The Lead Analyst Workforce Management generally holds a leadership role with strategic responsibilities, overseeing teams and making high-level decisions. In contrast, the Workforce Analyst focuses on data analysis and supporting workforce operations. Both roles require analytical skills and familiarity with workforce management tools, but the Lead Analyst often requires additional leadership experience and certifications.

How does a Lead Analyst Workforce Management typically collaborate with other departments to optimize staffing levels?

A Lead Analyst Workforce Management works closely with operations, HR, and finance teams to ensure staffing aligns with both business demands and budgetary constraints. This collaboration often involves analyzing historical data, forecasting future needs, and presenting actionable recommendations during cross-departmental meetings. Regular communication with department managers helps identify upcoming projects, seasonal spikes, or policy changes that may impact workforce requirements, ensuring the organization maintains optimal productivity without overstaffing or understaffing.

What are Lead Analysts in Workforce Management?

Lead Analysts in Workforce Management are professionals responsible for analyzing workforce data to optimize staffing, scheduling, and resource allocation within an organization. They use data-driven insights to forecast call volumes, schedule shifts, and ensure that the right number of employees are available to meet business needs. Additionally, they often oversee a team of analysts, implement workforce management software, and collaborate with other departments to improve efficiency and service levels. Their role is critical in industries like call centers, retail, and healthcare, where proper staffing directly impacts operational success.

What are the key skills and qualifications needed to thrive as a Lead Analyst Workforce Management, and why are they important?

To thrive as a Lead Analyst Workforce Management, you need strong analytical skills, expertise in forecasting and scheduling, and typically a degree in business, mathematics, or a related field. Proficiency with workforce management software (such as NICE, Verint, or Genesys), advanced Excel, and data visualization tools is essential. Exceptional communication, problem-solving, and leadership abilities distinguish top performers in this role. These competencies ensure optimal staffing, efficient operations, and the ability to drive data-informed decisions in dynamic, high-volume environments.
Infographic showing various Lead Analyst Workforce Management job openings in the United States as of May 2026, with employment types broken down into 3% As Needed, 38% Full Time, 50% Part Time, 3% Temporary, and 6% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $111,209 per year, or $53.5 per hour.
Analyst, Workforce Management

Analyst, Workforce Management

Cogeco

Hollywood, MD • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 11 days ago

Job description

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:RegularJob Description :

About Our Company


Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are 'Above And Beyonders,' who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences.
As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

POSITION SUMMARY:

Plays a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management.

KEY RESPONSIBILITIES

Real-Time Intraday

1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility.

2- Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Staffing requirements, etc.

3- Identifies course of action or proposes solutions with supporting metrics relating to staffing deviations (Next day Extended Hours/Full day VTO, Schedule Adjustments etc.)

4- Collaborates with Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level.

5- Completes weekly OTL- Workday interface to ensure all agents under the WFM responsibility have timecards submitted

6- Responsible for all Aspect and/or Evolia updates impacting future schedules which includes scheduling coaching, team meetings, training and shift trades

7- Responsible for vacation selection and vacation changes for agents

8- Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility.

9- Attend all applicable Scheduling and forecasting meetings and take action items as required from these meetings.

10- Support the management team with implementation of new initiatives and projects from a real time perspective

11- Analyze staffing and routing changes based on observations with ability to make recommendation to your immediate supervisor, in a professional and positive manner

12- Manage and respond to all email received in the inbox in a timely and professional manner.

13- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.

14- To support Cogeco's ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers' needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer's needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

  • College Diploma or combination or equivalent education and experience.

WORK EXPERIENCE

  • 3+ years experience in scheduling in a contact centre environment

  • A previous background in Contact Centre Management and Workforce Management is an asset.

  • A previous background Aspect and Five9 an asset.

SPECIFIC COMPETENCIES

  • Must be proficient in desktop applications including MS Office applications (i.e. Excel, Word and Access) and database management programs.

  • Strong understanding of call centre procedures, processes and technologies preferred.

  • Must be highly organized and detail oriented with demonstrated analytical skills and time management skills.

  • Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour.

  • Ability to communicate with a high degree of tact and diplomacy.

  • Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.

  • Open to change with a learning attitude towards work and to contribute to the team's success in attaining overall objective.

  • The ability to multi-task and manage concurrent projects in a faced paced environment with limited supervision is required.

  • Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts, weekends and general holidays.Hours of work are subject to change as business needs evolve.

Available Benefits and Rewards:

  • Competitive Pay & Bonuses:Market-leading base salary with participation in the Employee Bonus Plan.
  • Future Planning:Robust 401(k) plan with a50% company match (up to 5%)and eligibility for the Cogeco Stock Purchase Plan.
  • Health & Security:Comprehensive Medical, Dental, and Vision coverage.Company-paidLife Insurance (1x compensation), Short-Term and Long-Term Disability coverage.
  • Work-Life Balance:Generous PTO, Company-recognized Holidays,Floating Holidays, and a comprehensiveFlex Work Policy.
  • Growth & Well-being:Tuition Reimbursement, opportunities for LinkedIn Learning subscriptions, and a complimentaryHeadspace Membership.

Stay Connected: Complimentary and discounted broadband services (for those in our service area).

At Cogeco, diversity is an essential asset to our organization's performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

For candidates whose primary place of work will be in Cleveland, OH, the expected salary range is $54,100 - $81,100

Location :Johnstown, PACompany :

Breezeline

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we're doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.


If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com

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