Note: The job is a remote job and is open to candidates in USA. Sequium Asset Solutions, LLC is hiring a Workforce Analyst to manage forecasting, scheduling, and real-time performance across multiple client programs. The role balances service delivery, efficiency, and cost in a contact center environment and partners with Operations on workforce strategies and performance reporting.
Responsibilities
- Develop and implement WFM strategies aligned with organizational objectives across multiple business units and client programs
- Build short- and long-term forecasts using historical data, trends, seasonality, and business inputs to accurately project volume and staffing needs
- Develop staffing models aligned with SLA targets, shrinkage assumptions, and occupancy thresholds; support capacity planning by providing headcount recommendations to Operations and Recruiting
- Create optimized schedules across multiple queues and programs, incorporating shifts, breaks, and coaching or meeting intervals to minimize operational disruption
- Monitor intraday performance in real time — proactively identifying volume variances, staffing gaps, and service level risks, and coordinating with Operations to execute timely adjustments
- Manage and track schedule adherence across multiple Operations teams; surface trends and partner with team leads to drive accountability
- In consultation with Operations teams, own key WFM metrics including Service Level, ASA, AHT, Occupancy, and Shrinkage — tracking performance, identifying gaps, and recommending corrective action
- Produce and distribute regular reporting (daily, weekly, and monthly) for both internal leadership and external clients across multiple accounts
- Track daily attendance across the operation and report exceptions to the leadership team
- Forecast monthly revenue estimates; monitor daily movement, identify variances, and present findings and recommendations to senior leadership
- Serve as a collaborative partner to Operations leaders, aligning workforce strategies with business goals and client expectations
Skills
- 3–5+ years of Workforce Management experience in a call center or BPO environment
- Hands-on experience with WFM platforms such as NICE IEX, Verint, Aspect, Genesys, or comparable tools
- Proficiency in Microsoft Excel for data modeling and analysis
- Solid understanding of core WFM concepts — forecasting methodologies, scheduling optimization, adherence tracking, and real-time management
- Demonstrated ability to manage multiple programs and clients simultaneously in a high-volume, deadline-driven environment
- Strong analytical and problem-solving skills with the ability to translate data into clear, actionable recommendations
- Effective communicator — comfortable presenting findings and influencing decisions with both Operations teams and senior leadership
- Equivalent experience considered
- Experience with Power BI or similar reporting tools
- Bachelor's degree in business, Statistics, Operations, or a related field preferred
Company Overview
Company H1B Sponsorship