Wfm Jobs in California (NOW HIRING)

Immediate need for a talented WFM Analyst . This is a 06+months contract opportunity with long-term potential and is located in Tucson, AZ/ San Deigo, CA(Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:26-24565
Pay Range: $40 - $42/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:

• Exception Monitoring & Processing: Monitor multiple inbound channels throughout the working day for scheduling exception requests; process each request accurately and within predefined thresholds and response time parameters, escalating edge cases as appropriate
• Threshold-Based Decision Making: Apply established exception handling guidelines to evaluate and approve, deny, or escalate requests consistently across a steady volume of daily submissions
• Schedule Execution & Manual Intervention: Identify and correct scheduling gaps or conflicts that automated processes don t resolve, ensuring expert coverage targets are maintained
• Bulk Scheduling Operations: Run Python scripts that generate bulk schedule upload files; review outputs for accuracy before submitting for async processing into the scheduling platform
• Shrinkage Tracking: Track and reconcile operational shrinkage (time off, training, unplanned absences) against planned assumptions, flagging discrepancies for review
• Scheduling Package Support: Assist in preparing scheduling deliverables and operational summaries for handoff to Real-Time Operations (RTO) teams covering upcoming scheduling windows
• Performance Monitoring: Support maintenance of reports and tracking tools that surface scheduling adherence, exception trends, coverage gaps, and key WFM metrics
• Issue Documentation: Log recurring exception patterns, platform limitations, and manual workaround procedures to support process improvement and institutional knowledge.

Key Requirements and Technology Experience:

• Experience: 2+ years of hands-on experience in a workforce management, scheduling, or operations role
• WFM Fundamentals: Working knowledge of core WFM concepts including scheduling, exceptions, shrinkage, adherence, utilization, and service level
• WFM Platform Familiarity: Experience working within at least one WFM platform (e.g., Genesys, NICE, Verint, Aspect, or similar)
• Multi-Channel Monitoring: Demonstrated ability to manage and triage requests across multiple concurrent inbound channels without dropping items or missing SLAs
• Judgment Within Guidelines: Comfortable applying predefined rules and thresholds to make consistent, repeatable decisions at volume and knowing when to escalate
• Technical Comfort: Ability to run Python scripts in an operational context, interpret their outputs, and identify when results don t look right writing scripts from scratch is not required
• AI Tool Proficiency: Moderate proficiency using large language models (e.g., ChatGPT, Claude, Copilot) to support day-to-day tasks such as drafting communications, analyzing data, and building simple operational reports
• Attention to Detail: Proven ability to validate data before bulk submission and catch errors that would otherwise impact agents or customers
• Spreadsheet Proficiency: Comfortable working with spreadsheets for tracking, reconciliation, and light analysis (pivot tables, lookups, conditional formatting)
• Communication: Clear and timely communicator, able to flag issues and explain scheduling decisions to non-technical stakeholders
• Experience with gig or flexible workforce scheduling models
• Basic SQL skills for querying scheduling or operational data
• Exposure to contact center operations or BPO environments

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .