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Wfm Analyst Jobs (NOW HIRING)

Main Sail LLC

SAP WFM Consultant - Remote

Arlington, VA · Remote

$80 - $100/hr

SAP WFM Consultant Main Sail LLC is looking for a functional SAP WFM consultant to provide support ... Perform impact analysis and potential solution for system defects. Preferred Skills & Experience:

ibex

WFM Real Time Analyst

Crittenden, NY

Overview The Real-Time Analyst manages and/or balances service levels for the call center across ... Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently ...

Main Sail LLC

SAP WFM Consultant - Remote

Arlington, VA · Remote

$80 - $100/hr

SAP WFM Consultant Main Sail LLC is looking for a functional SAP WFM consultant to provide support ... Perform impact analysis and potential solution for system defects. Preferred Skills & Experience:

Sarian, Inc.

UKG Pro WFM Solution Architect

OR · On-site +1

$59 - $77.75/hr

UKG Pro WFM Solution Architect/only W2 Location: Seattle, WA Remote JD: * Leading large-scale UKG ... Excellent analytical and problem-solving skills. * Must have a learner attitude with minimum ...

CreditOne

Workforce Management Team Lead

Las Vegas, NV · On-site

Lead a team of Workforce Analysts to successfully drive departmental key performance metrics. * Work closely with Workforce Manager on leading weekly WFM calls and Enterprise Level Intra-Day Planning ...

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Wfm Analyst information

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$43K

$52K

$63.5K

How much do wfm analyst jobs pay per year?

As of Jun 9, 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:
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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.
Workforce Management Team Lead

Workforce Management Team Lead

Credit One Bank

Las Vegas, NV • On-site

Full-time

Posted 17 days ago

Job description

Position Summary
The Workforce Management Team Lead position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Management Team Lead – S4 generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.
Summary Essential Job Functions
  • Lead a team of Workforce Analysts to successfully drive departmental key performance metrics.
  • Work closely with Workforce Manager on leading weekly WFM calls and Enterprise Level Intra-Day Planning Calls to monitor, coach, and recognize agencies on weekly performance and staffing.
  • Create ADHOC reporting as needed for management.
  • Act as back-up to the Operations Analyst on all volume forecasting processes outputted to agencies monthly for agency capacity planning.
  • Find solutions to create efficiencies around current processes by use of automation to reduce time and create department consistency.
  • Take part in Operational Initiatives as needed for betterment of the department.
  • The Workforce Management Team Lead – S4 job functions include all WFM Analyst II-S2 job functions as follows:
  • Analysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing.
  • Real time management of department goals including, but not limited to: Global ASA, Staffing Compliance and Forced Disconnects.
  • Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes.
  • Effectively document ad-hoc changes to volume allocation including, but not limited to: Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation.
  • Participate in projects or process improvement initiatives that achieve and support the company’s strategic initiatives.
  • Attend and facilitate staffing and business review meetings as required.
  • Act as a point of contact for the customer service team on IT / network team conference calls as required.
  • Must exemplify professional and ethical behavior.
  • Miscellaneous tasks as assigned.
Position Requirements
  • At least 1 year of Management Experience.
  • At least 3 years of Workforce Management Experience (e.g., RTA, Scheduler) for an inbound call center operation is preferred.
  • Demonstrated proficiency in Excel, Tableau, and SQL.
  • Experience in using WFM/Forecasting/Scheduling Software a must.
  • Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management.
  • Ability to deal with ambiguity and rapid-change while developing creative solutions to problems.
  • Experience with the CMS interface is preferred.
  • Demonstrated verbal and written communication skills.
  • Demonstrated organizational skills.
  • Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, PowerPoint, etc.
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.