Senior Workforce Management Analyst (Remote)

Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets.

Translate forecasted demand into staffing requirements, schedules, and capacity plans across internal teams and BPO partners.

Support scenario modeling for new initiatives, product changes, or volume spikes.

Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management.

Establish clear accountability for forecast adherence, SLA attainment, shrinkage, and productivity.

Monitor vendor performance against contractual commitments and operational KPIs.

Support RFPs, ramp planning, and ongoing optimization for outsourced capacity.

Partner with Customer Service Leadership on BPO budgeting, forecasting, and long-range financial planning.

Provide data-driven insights to inform cost optimization strategies

Support annual operating plans and multi-year staffing strategies.

Serve as a core member of the Customer Service Leadership Team, contributing strategic insight and operational recommendations.

Present workforce insights, forecasts, and risks to senior leadership in a clear and actionable manner.

Required

5–8+ years of Workforce Management, forecasting, or capacity planning experience in a customer service or contact center environment.

Proven experience building WFM processes from the ground up, including forecasting, capacity planning, and headcount modeling.

Hands-on experience managing or supporting outsourced/BPO contact center operations.

Strong expertise in contact volume forecasting across multiple channels and support tiers.

Advanced proficiency in Excel and/or Google Sheets (complex models, assumptions, scenario planning).

Experience with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) strongly preferred.

Ability to translate complex data into clear insights and executive-ready presentations.

Strong business acumen with the ability to connect workforce planning to customer experience.

Demonstrated ability to influence cross-functional leaders without direct authority.

Comfortable operating in ambiguity and building structure where none exists.

Excellent communication skills, with experience presenting to senior leadership.

Desired

Experience in a high-growth, scaling organization.

Exposure to international or multi-region workforce planning.

Occasional domestic travel for team meetings, and international travel to partner outsource centers at least once annually.

We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints. At our organization, individuals who thrive in a culture of continuous learning and inclusive teamwork excel. We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply.

World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits. We comply with all applicable federal, state, and local anti-discrimination laws. For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential.

If you require assistance and/or accommodation at any point during the recruitment process, please contact us at hiring@wes.org, we're here to support you. Our Talent Acquisition team is happy to work with you to find solutions that meet your needs.

For more information about WES, please visit our website at www.WES.org

This position is an existing vacancy and is currently open for hire.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.