VetsEZ is seeking a Workforce Management (WFM) Analyst to support a Department of Veterans Affairs (VA) contact center project. The ideal candidate will be responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure efficient staffing, optimized service levels, and overall contact center performance.
The candidate must reside within the continental US.
Responsibilities:
- Forecast call volumes, handle times, and staffing needs using historical data and predictive models.
- Build and maintain agent schedules across channels to ensure service level coverage.
- Monitor real-time metrics and agent adherence, making intraday staffing adjustments as needed.
- Track and report key WFM metrics including occupancy, shrinkage, and absenteeism.
- Collaborate with operations, HR, and training teams to support workforce planning and resource allocation.
- Analyze trends and recommend improvements to optimize workforce efficiency.
- Use WFM tools (e.g., NICE, Verint, Genesys, Calabrio) for forecasting, scheduling, and reporting.
- Ensure compliance with labor laws, organizational policies, and union agreements where applicable.
Requirements:
- Bachelor’s degree in Business, Mathematics, Statistics, or a related field (or equivalent experience).
- 2+ years of WFM experience in a contact center environment.
- Proficient with WFM software and Microsoft Excel.
- Strong analytical, organizational, and communication skills.
- Familiarity with contact center KPIs, operations, and scheduling compliance.
- Experience with data visualization and reporting tools is a plus.
Additional Qualifications:
- Experience with VA or other federal agencies
- Healthcare experience preferred.
- Experience with SAFe/Agile.
- Ability to obtain a government clearance.
Benefits:
- Medical/Dental/Vision
- 401k with Employer Match
- PTO + Federal Holidays
- Corporate Laptop
- Training opportunities
- Remote Opportunity
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Sorry, we are unable to offer sponsorship at this time
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What We Do
VetsEZ is a digital services firm with expertise in the rapid delivery of modern, user-centric, and data-driven digital solutions that helps the federal government serve our people better. We accelerate the missions of our federal partners through human-centered design (HCD), DevSecOps practices, and automation and by leveraging the power of artificial intelligence, machine learning, and cloud computing in public and private clouds. VetsEZ is a mature Service-Disabled, Veteran-Owned Small Business (SDVOSB), appraised at CMMI-DEV L3 and certified as an ISO 9001, ISO 20000-1, and ISO 27001 company. VetsEZ is a prime contractor on VA T4NG, NITAAC CIOSP3, SEC OneIT, and GSA MAS.
