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Wfm Analyst Jobs (NOW HIRING)

Lantern

Workforce Management Analyst

Dallas, TX

JOB OVERVIEW The WFM Analyst, Member Services, is responsible for intraday service delivery to ensure service levels and key performance indicators (KPIs) are met, as well as short-term capacity risk ...

Lantern

Workforce Management Analyst

Dallas, TX · On-site

JOB OVERVIEW The WFM Analyst, Member Services, is responsible for intraday service delivery to ensure service levels and key performance indicators (KPIs) are met, as well as short-term capacity risk ...

MCI Careers

Workforce Management Analyst

Wichita, KS · On-site

The WFM Analyst plays a key role in sustaining real-time operational efficiency by closely tracking staffing availability, performance indicators, and incoming volume throughout the day, making ...

MCI Careers

Workforce Management Analyst

Wichita, KS · On-site

The WFM Analyst plays a key role in sustaining real-time operational efficiency by closely tracking staffing availability, performance indicators, and incoming volume throughout the day, making ...

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All JobsWfm Analyst Jobs

Wfm Analyst information

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$43K

$52K

$63.5K

How much do wfm analyst jobs pay per year?

As of Jun 8, 2026, the average yearly pay for wfm analyst in the United States is $52,014.00, according to ZipRecruiter salary data. Most workers in this role earn between $48,000.00 and $52,000.00 per year, depending on experience, location, and employer.

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

To thrive as a WFM Analyst, you need strong analytical abilities, proficiency in forecasting and scheduling, and a background in business, statistics, or a related field. Familiarity with workforce management systems like NICE IEX, Verint, or Genesys, as well as advanced Excel skills, are typically required. Excellent communication, problem-solving, and adaptability help WFM Analysts collaborate effectively and respond to changing business needs. These skills ensure accurate staffing, optimized resource allocation, and efficient operations in dynamic environments.

What is the difference between Wfm Analyst vs Workforce Scheduler?

AspectWfm AnalystWorkforce Scheduler
Primary RoleAnalyzes workforce data, forecasts staffing needs, and optimizes staffing strategiesCreates and manages staff schedules based on forecasts and operational requirements
Required SkillsData analysis, forecasting, problem-solving, proficiency with WFM toolsScheduling software, attention to detail, understanding of operational demands
Work EnvironmentOffice setting, often in call centers or customer service industriesOffice environment, primarily in call centers, retail, or healthcare sectors
Common CertificationsWorkforce management certifications, data analysis skillsScheduling software certifications, operational knowledge

While both roles focus on staffing and operational efficiency, a Wfm Analyst primarily analyzes data and forecasts staffing needs, whereas a Workforce Scheduler focuses on creating and managing staff schedules based on those forecasts. The Wfm Analyst provides strategic insights, while the Workforce Scheduler executes daily staffing plans to meet operational demands.

What are WFM Analysts?

Workforce Management (WFM) Analysts are professionals who specialize in forecasting staffing needs, scheduling employees, and analyzing workforce data to optimize efficiency in organizations, often within call centers or customer service environments. They use data-driven tools to predict call volumes or workload, ensuring the right number of staff are available to meet service levels while minimizing costs. WFM Analysts also monitor real-time performance, identify trends, and provide recommendations to improve operational effectiveness. Their work is crucial for maintaining a balance between customer satisfaction and operational efficiency.

How does a WFM Analyst typically collaborate with operations and management teams to optimize workforce efficiency?

A WFM (Workforce Management) Analyst works closely with both operations and management teams to forecast staffing needs, create effective schedules, and monitor real-time performance metrics. They regularly communicate with team leads to adjust staffing in response to changing call volumes or business needs, ensuring service levels are met. This collaboration often involves analyzing data trends, presenting actionable insights, and recommending process improvements to optimize workforce efficiency and maintain a positive customer experience.
More about Wfm Analyst jobs
What cities are hiring for Wfm Analyst jobs? Cities with the most Wfm Analyst job openings:
What states have the most Wfm Analyst jobs? States with the most job openings for Wfm Analyst jobs include:
What job categories do people searching Wfm Analyst jobs look for? The top searched job categories for Wfm Analyst jobs are:
Wfm Analyst jobs near you
Infographic showing various Wfm Analyst job openings in the United States as of May 2026, with employment types broken down into 60% Full Time, and 40% Contract. Highlights an 80% In-person, and 20% Remote job distribution, with an average salary of $52,014 per year, or $25 per hour.
Contact Center Workforce Management Analyst

Contact Center Workforce Management Analyst

Immersion Consulting, LLC

Mechanicsburg, PA

Other

Posted 13 days ago

Job description

Description

The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This role helps ensure the right resources are in place to meet service level expectations. 


Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery.


All roles are based on site in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM - 8:00 PM, Monday through Friday, with assigned shifts).

Requirements

Key Responsibilities

Scheduling & Staffing Support

Assist in creating and maintaining staff schedules based on forecasted demand

Track and update schedule changes, time-off requests, and staffing adjustments

Real-Time Monitoring

Monitor daily performance against service levels and staffing plans

Identify variances and communicate recommended adjustments to supervisors

Reporting & Data Analysis

Produce regular reports on schedule adherence, service levels, and performance trends

Compare actual results to forecasts and highlight key variances

Forecasting Support

Assist in analyzing historical data to support volume and staffing forecasts

Maintain data accuracy within workforce management tools

Collaboration

Partner with supervisors and leadership to support operational needs

Communicate staffing risks or trends in a timely manner


Qualifications

Required

2-4 years of experience in contact center operations, workforce management, or analytics

Strong Excel skills (e.g., pivot tables, basic formulas)

Analytical mindset with attention to detail

Preferred

Experience with workforce management tools

Exposure to contact center scheduling or reporting

Experience in high-volume environments

What Success Looks Like (6-12 Months)

Produces accurate schedules and reliable reporting

Effectively supports real-time operational needs

Identifies trends that improve staffing efficiency

Growth Opportunities

Senior WFM Analyst

Capacity Planning / Forecasting roles

Operations Strategy

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