Workforce Management Analyst (Inside Sales) (Hybrid-Acton, MA)

About the position The Workforce Management Inside Sales Analyst is responsible for the daily efforts to provide an exceptional customer and employee experience by effectively delivering real-time (intra-day) management in order to optimize resources to achieve service level goals and business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning and forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support groups within Customer Care. The Workforce Management (WFM) Inside Sales Analyst is responsible for building and optimizing forecasting, capacity planning, and performance analytics to support an Inside Sales organization operating in a contact center environment. This role provides data-driven insights and best practice recommendations to Inside Sales leadership, ensuring optimal staffing coverage, productivity, and scalability in a rapid growth environment. In addition to long-range planning, this role is accountable for real-time monitoring of intraday productivity and adherence, proactively identifying emerging issues and recommending immediate actions to protect service outcomes. The analyst will also own the generation, optimization, and ongoing maintenance of schedules, ensuring alignment of staffing to forecasted demand while balancing business needs and employee experience. This is an advanced individual contributor role requiring deep analytical expertise, independence, and regular collaboration with leaders across multiple teams including Inside Sales, Sales Operations, Finance, and HR.

Responsibilities

• Provide real-time monitoring via available software tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate.
• Coordinate with Managers and Supervisors to perform needed staffing adjustments based on current and forecasted results.
• Compare actual results to forecasted results, identifying opportunities for improvement.
• Provide daily/intra-day performance reports and status to leadership.
• Implement set of best practices in workforce management across all sites to ensure consistent processes and procedures.
• Develop and implement contingency staffing models, including disaster recovery scenarios.
• Ensure adherence/compliance to workforce management policies and procedures in all sites.
• Compile daily, weekly and monthly reporting of resource management results, including attrition, capacity/utilization, performance, intra-day summaries and daily summary reports.
• Performs other duties as assigned.
• Serve as a strategic, advanced individual contributor and primary WFM partner to Inside Sales leadership, using deep analytical expertise to provide best-practice recommendations that optimize coverage, productivity, and sales outcomes
• Lead the design, development, and provide continuous refinement of complex forecasting & capacity models that capture inbound/outbound volume, contact rates, handle time, occupancy, and shrinkage
• Solve complex planning and performance problems through in-depth evaluation of variable factors; take a broad, strategic perspective to identify innovative & scalable workforce solutions
• Work independently on most initiatives and own end-to-end analytics workflows from problem definition through to recommendation; seeking guidance only in the most complex or high-risk situations
• Align with Inside Sales leadership on a bi-weekly cadence (and as needed) to present data backed insights related to forecasting, capacity plans, performance trends, and risk/opportunity assessments
• Support intraday productivity by monitoring real-time and daily specialist performance (e.g., occupancy, adherence, workload management, handle time utilization)
• Generate, optimize, and maintain fluid staff schedules within the WFM platform, aligning staffing to forecasted demand, intraday trends, SLAs, and business priorities while balancing operational efficiency with employee satisfaction
• Design & maintain dashboards and reports that highlight productivity trends and emerging staff and/or workload issues
• Analyze historical and current performance data to identify trends, variances, and root causes; translate findings into clear actions and timely mitigation strategies for Inside Sales leadership
• Partner with Sales Operations and other stakeholders to evaluate the impact of process changes, organizational tools, and training on staff productivity based on data-driven insights
• Assist Inside Sales leadership in navigating change efficiently in a rapid growth environment by modeling scenarios, quantifying impacts, and developing capacity models to support staff scaling
• Lead or co-lead cross-functional projects and workstreams related to forecasting accuracy, staffing optimization, process redesign, and contact center efficiency improvements
• Establish, standardize, and continuously improve planning assumptions, methodologies, and procedures for Workforce Management within Inside Sales
• Network with key contacts outside the immediate WFM area (e.g., Marketing, Finance, HR, IT) to align workforce strategies with broader business plans and constraints
• Regularly adapt communication style and use persuasive, data-driven storytelling to influence stakeholders on workforce decisions

Requirements

• Requires a BS/BA degree in Business, Information Systems, Statistics, or a related field and/or equivalent combination of education and experience.
• At least 2 years in a multi-skilled call center environment.
• At least 2 years of operations management experience including forecasting, scheduling and real-time operations management.
• At least 2 years of experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.
• Bachelor’s degree or equivalent combination of education & practical experience
• 8+ years of experience in Workforce Management or related operational analytics role
• Advanced proficiency utilizing Excel as analytics & performance management tool
• Advanced experience with data visualization tools (e.g., Excel, Power BI, Tableau)
• Strong understanding of call center metrics, forecasting methodologies, and scheduling principles
• Proven ability to interpret complex data, draw clear conclusions, and present insights in a structured & compelling way
• Strong stakeholder management and communication skills, including the ability to influence without direct authority
• Ability to maintain confidentiality and adhere to all privacy/security policies

Nice-to-haves

• Strong knowledge of MS Office suite of products including Excel, Word, PowerPoint, and Access.
• Strong demonstrated analytical, organization, communication, planning, and problem solving skills.
• Good interpersonal and presentation skills to interact with center management staff and others effectively.
• Able to work independently in day-to-day and most project activities.
• Experience with a WFM platform (i.e., Assembled, NICE IEX, Calabrio)
• Familiarity with integrated cloud contact center platforms (i.e., Salesforce, Amazon Connect)
• Proven ability to prioritize, multitask, and successfully manage multiple initiatives within a fast-paced work environment with competing demands
• Perceptive & critical thinker with the ability to solve challenges creatively while maintaining composure in critical situations.
• Outstanding attention to detail

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• Additional employee wellness programs