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Workforce Management Operations Analyst Jobs in Arizona

XceedSearch.com

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Workforce Management Analyst

Scottsdale, AZ · On-site

$70K - $75K/yr

Workforce Management Analyst About the Role Company is seeking a detail-oriented, analytical, and solutions-focused CCaaS & WFM Analyst/Administrator to support our contact center operations, CCaaS ...

MUFG Bank, Ltd.

Workforce Management, Analyst

Tempe, AZ · Hybrid

$81K - $95K/yr

The Workforce Management, Analyst within the Internal Audit function is responsible for supporting ... Monitor real-time operations to ensure service level targets are met. Provide direction and ...

Geico

Senior Workforce Analytics Analyst

Tucson, AZ · Hybrid

$80K - $124K/yr

We are committed to operational excellence and leveraging cutting-edge workforce management ... As a Senior analyst, collect, process, and analyze contact center operational data to identify ...

Chubb

WFM Lead, NA Contact Center

Phoenix, AZ · On-site

... operational excellence and day-to-day leadership. This role reports to the AVP, Data & Workforce Analytics Manager and is an individual contributor position. In this role you will drive cross ...

Chubb

WFM Lead, NA Contact Center

Phoenix, AZ · Remote

... operational excellence and day-to-day leadership. This role reports to the AVP, Data & Workforce Analytics Manager and is an individual contributor position. In this role you will drive cross ...

Adecco

Tax Operations Analyst

Phoenix, AZ · Hybrid

$25.70/hr

Excellent organizational and communication skills with experience managing multiple priorities and customer correspondence in a regulated environment. What's in this Tax Operations Analyst position ...

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Workforce Management Operations Analyst information

What cities in Arizona are hiring for Workforce Management Operations Analyst jobs?

Cities in Arizona with the most Workforce Management Operations Analyst job openings:

Infographic showing various Workforce Management Operations Analyst job openings in Arizona as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 13% Part Time, and 2% Contract. Highlights an 82% Physical, 3% Hybrid, and 15% Remote job distribution.

Workforce Management Analyst

Scottsdale, AZ • On-site

XceedSearch.com
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$70K - $75K/yr

Full-time

Medical, Dental, Vision, Life, PTO

Posted 12 days ago

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Key responsibilities

  • Monitor real-time contact center performance metrics and address variances as needed.

  • Maintain and update staffing plans, schedules, and workforce data to support service level goals.

  • Support and administer CCaaS platforms and contact center technology, including issue resolution and system updates.

Job description

Workforce Management Analyst


About the Role

Company is seeking a detail-oriented, analytical, and solutions-focused CCaaS & WFM Analyst/Administrator to support our contact center operations, CCaaS technology, workforce management, and contact center performance. This role plays a key part in helping the teams meet service level goals, maintain staffing coverage, support contact center systems, and provide timely reporting and insights that drive operational decisions.

The ideal candidate is comfortable working with data, systems, schedules, call center metrics, and cross-functional partners. This position requires strong follow-through, sound judgment, technical aptitude, and the ability to respond with urgency while maintaining accuracy and professionalism.

Location

This position is based in Scottsdale, Arizona, and follows a hybrid work schedule of four days onsite and one day remote each week.

What You’ll Do

  • Monitor real-time contact center performance, including service levels, call volume, abandon rates, and staffing coverage.
  • Work with leadership team to manage intraday staffing variances when call or chat volume spikes, absenteeism occurs, or operation
  • Maintain accurate schedules, staffing plans, and workforce updates to support service level goals.
  • Develop and maintain staffing forecasts using historical trends, business needs, shrinkage, and operational assumptions.
  • Prepare monthly and ad hoc reports with clear insights, variance explanations, and actionable recommendations for leadership.
  • Administer and support CCaaS platforms, including IVR configurations, call routing, queues, user setup, and system settings.
  • Serve as a primary point of contact for contact center technology issues, including ticket submission, triage, escalation, follow-up, and resolution tracking.
  • Partner with Claims leadership, IT, vendors, and internal stakeholders to support system updates, testing, implementations, and process improvements.
  • Identify recurring trends, scheduling challenges, technology issues, and process gaps; recommend practical solutions that improve efficiency and customer experience.


What We’re Looking For

  • 3-5 years of experience in claims operations, contact center operations, workforce management, scheduling, reporting, business systems support, or a related operational support role.
  • Working knowledge of contact center metrics such as service level, abandon rate, average handle time, occupancy, adherence, shrinkage, and forecast accuracy.
  • Experience supporting or administering CCaaS, telephony, call center, or workforce management platforms such as RingCentral, DialPad, Five9, Genesys, NICE, Verint, or similar systems preferred.
  • Ability to predict call and chat volumes and convert those metrics into staffing requirements
  • Strong analytical skills with the ability to review data, identify trends, determine operational impact, and communicate clear recommendations.
  • Proficiency with Microsoft Excel and reporting tools; experience with dashboards, workforce management systems, or data visualization tools is a plus.
  • Strong communication, organization, documentation, follow-up, and problem-solving skills.
  • Ability to manage competing priorities, respond quickly to business needs, and work independently with accuracy and professionalism.


Education

  • Bachelor’s degree in business administration, operations management, analytics, information systems, or a related field preferred. High school diploma with technical certifications 


Company Description

Insurance Company