Workforce Management Analyst (WFM)

About the role

Keen is seeking an experienced Workforce Management Analyst to own planning, scheduling and real‑time workforce management for its client programs. The role will build reliable workforce plans, improve operational visibility and help protect service levels, occupancy and frontline experience across email, chat, voice and back‑office support channels.

Key responsibilities

• Develop weekly and monthly staffing forecasts based on volume trends, seasonality, backlog, AHT, productivity, shrinkage and attrition.
• Translate client growth plans into staffing, hiring, training, nesting and ramp requirements.
• Maintain workforce models that highlight coverage needs, hiring gaps and operational risks.
• Create schedules that balance service levels, occupancy, employee experience and client coverage.
• Monitor intraday performance, flag service‑level risks early and recommend real‑time adjustments.
• Produce daily, weekly and monthly WFM reports covering forecast accuracy, schedule adherence, occupancy, utilization, shrinkage, service level, backlog and staffing variance.
• Partner with Operations, Recruiting, Training, QA, HR and Client Success to support program performance.

Required profile

• Proven experience as a Workforce Management Analyst in a contact‑center or similar support environment.
• Strong analytical ability to interpret volume trends, handle‑time metrics and staffing data.
• Experience building forecasts, schedules and workforce models that drive operational clarity.
• Ability to communicate insights and actionable recommendations to operations and leadership teams.

Required skills