Slice
WorkforceManagementAnalyst
“Workforce Management Analyst at Slice. Skills: forecasting demand, building staffing plans, optimizing schedules, driving performance visibility, Service Level, AHT, ASA, Occupancy, Adherence, team utilization, individual productivity metrics. forecasting demand. building staffing plans”
What You'll Achieve.
ensures service levels are achieved while maintaining cost efficiency and productivity standards
Industry & Context.
analytical thinking
second-shift work hours
What They're Looking For.
Must Have
2–4 years of experience in Workforce Management or Operations Analytics in a Contact Center environment, experience with calls, chats, SMS and emails, Excel / Google Sheets skills (advanced formulas, pivot tables), understanding of forecasting, capacity modeling, and contact center KPIs, Experience in high-growth or fast paced environments, Excellent analytical thinking and stakeholder communication skills
Nice to Have
WFM systems and BI tools or SQL (e. g. NICE, Verint, Calabrio)
What You'll Do.
building staffing plans
driving performance visibility across the operation
Develop short- and long-term volume forecasts using historical trends and business drivers
Translate forecasts into staffing requirements and hiring/backfill recommendations
Model shrinkage assumptions (PTO
Build optimized schedules aligned with demand patterns
Monitor real-time performance and proactively recommend intraday adjustments
Support floor management decisions during peak or high-risk intervals
Track and report on key KPIs (Service Level
Calculate team utilization and individual productivity metrics
Identify performance gaps and recommend operational improvements
Calculate working hours
and overtime per team
Prepare accurate reports for Finance and Payroll
Ensure alignment between workforce data and payroll records
How You'll Work.
Team & Collaboration
Partner with Operations Managers and Leadership on capacity planning and performance strategy
Communication Scope
stakeholder communication skills
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