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Workforce Management Traffic Analyst Jobs in Texas

Globe Life

Manager, Workforce Management

Mckinney, TX · On-site

Globe Life is looking for a Workforce Management Manager to oversee forecasting, scheduling ... Strong analytical skills * Leadership experience * Call center experience * Bachelor's degree or ...

Black Box

Workforce Management Manager

Plano, TX · On-site

... Management (WFM) is responsible for designing, implementing, and optimizing workforce strategies ... Lead workforce analytics including headcount modeling, productivity metrics, utilization rates, and ...

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Workforce Management Traffic Analyst information

What is a workforce management traffic analyst?

Workforce Management (WFM) Traffic Analysts are professionals responsible for monitoring, analyzing, and forecasting call or contact volumes in customer service environments such as call centers. They use data and analytics tools to predict incoming workload, ensure optimal staffing, and help maintain service levels. By tracking real-time traffic and adjusting schedules or resources, WFM Traffic Analysts help maximize efficiency and customer satisfaction. Their role is crucial in balancing operational costs with service quality.

How does a workforce management traffic analyst typically collaborate with operations and customer service teams?

A Workforce Management Traffic Analyst works closely with operations and customer service teams to ensure staffing levels align with call volume forecasts and service level goals. Analysts provide real-time monitoring and communicate any deviations from expected patterns, such as unexpected spikes in call volume or absenteeism, so that quick adjustments can be made. Regular meetings and updates help teams stay aligned, making collaboration essential for maintaining optimal customer service and efficient resource allocation.

What are the key skills and qualifications needed to thrive as a workforce management traffic analyst, and why are they important?

To thrive as a Workforce Management Traffic Analyst, you need strong analytical abilities, a solid understanding of workforce planning principles, and experience in data analysis, typically supported by a relevant degree or equivalent experience. Proficiency in workforce management software (such as NICE, Verint, or Genesys), Excel, and reporting tools is commonly required. Exceptional attention to detail, problem-solving skills, and effective communication help analysts interpret trends and collaborate across teams. These skills are vital for optimizing staffing, maintaining service levels, and supporting efficient operations in dynamic contact center environments.

What cities in Texas are hiring for Workforce Management Traffic Analyst jobs?

Cities in Texas with the most Workforce Management Traffic Analyst job openings:

Workforce Management Analyst

Coppell, TX • On-site

Staffingine LLC
Recruiting and Staffing Services • 51 - 200 employees
Learn more about Staffingine LLCexternal

Contractor

Re-posted 27 days ago

Job description

Job Title: Workforce Management Analyst 
Job Location: Coppell, TX 
Job Type: Contract

Job Description:  

  • Monitor and manage real-time call center performance, including call volumes, AHT, staffing levels, and service levels across all queues to ensure targets are met. 

  • Analyze intraday trends in call arrival patterns, handle times, and agent availability to make proactive adjustments and maintain operational efficiency. 

  • Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues. 

  • Track and report key intraday metrics, including service level, occupancy, shrinkage, and adherence, providing timely updates and insights to leadership. 

  • Identify and escalate deviations from forecast or schedule, recommending immediate actions to mitigate service impacts. 

  • Monitor agent schedule adherence and productivity, promptly communicating non-adherence and performance concerns to team leaders. 

  • Coordinate with operations and support teams to plan and manage offline activities (training, meetings, coaching) without compromising service level goals. 

  • Maintain accurate schedule data by entering exceptions, managing schedule changes, and responding to ad hoc scheduling requests. 

  • Perform intraday analysis and root-cause evaluation for service level misses, system issues, or unexpected volume fluctuations. 

  • Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions. 

  • Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization. 

  • Assist in developing and refining real-time procedures, tools, and reporting dashboards to enhance visibility and decision-making. 

  • Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management. 

  • Perform other related duties as assigned, supporting the WFM team’s mission to deliver optimal customer and employee experiences.