Workforce Analyst

About the job

Workforce Forecast Analyst (Hybrid)

Location: Warren, MI (Hybrid – Onsite Tuesday–Thursday)

Schedule: Monday–Friday, 1st shift

Type: Contract (52+ weeks) with strong potential for extension and possible conversion

Pay Rate: $30/hour

Role Overview

We are seeking a Workforce Forecast Analyst to support forecasting, reporting, and analytics for a high-volume contact center environment. This role is not an accounting position. Instead, it focuses on analyzing call center volume, handle times, staffing requirements, and operational trends to improve workforce planning and business performance.

This is a strong opportunity for candidates with experience in forecasting, analytics, reporting, or workforce planning, especially within call center or service operations.

Key Responsibilities

• Forecast interval, daily, weekly, and monthly contact volumes, handle times, staffing needs, and performance metrics
• Build, modify, and maintain forecasting models to predict operational impacts
• Analyze actual vs. forecasted performance and provide variance analysis
• Develop and maintain dashboards and reporting tools to identify trends and insights
• Perform ad-hoc data analysis and present findings to stakeholders
• Collaborate with internal partners to assess impact of operational changes
• Work with data providers to improve data accuracy and model reliability
• Identify opportunities for process improvement and operational efficiency
• Research and apply new forecasting methods, tools, and industry best practices
• Support short-term and long-term forecasting and planning initiatives
• Generate data-driven recommendations to drive efficiency and cost savings

Required Qualifications

• 2+ years of experience in forecasting, reporting, analytics, or workforce planning (non-accounting)
• Strong analytical and problem-solving skills
• Advanced Excel skills (pivot tables, formulas, data analysis)
• Experience working with large datasets and reporting tools
• Ability to communicate insights clearly to both technical and non-technical audiences
• Strong organizational skills and ability to work independently
• Ability to prioritize multiple tasks and meet deadlines

Preferred Qualifications

• Experience supporting a call center or workforce planning environment
• Familiarity with tools such as:
• Power BI
• SQL
• NICE / workforce management tools
• Minitab
• Clarabridge
• Experience building dashboards and automated reporting
• Background in operations analytics, business analytics, or performance reporting

Work Environment

• Hybrid schedule (on-site midweek)
• Primarily independent, heads-down analytical work
• Regular collaboration during forecasting and planning meetings
• Strong learning opportunity with exposure across multiple business functions

Why This Role Is a Great Opportunity

• Excellent stepping stone for growth in analytics, operations, or strategy
• High visibility into workforce and operational performance
• Opportunity to develop advanced forecasting and data analysis skills
• Potential for long-term extension and conversion