Workforce Management Analyst

Join our dynamic team as a WFM Scheduler/Planner at CallTek! In this integral role, you will be responsible for forecasting, scheduling, and ensuring optimal staffing levels across our operations to meet service level agreements and drive operational efficiency.

Key Responsibilities:

• Analyze historical performance data and trends to create accurate forecasts for staffing needs.
• Develop staffing models that account for shrinkage, volume variability, and service level targets.
• Schedule Creation & Optimization
• Build and publish staff schedules that ensure adequate coverage while minimizing labor costs.
• Handle schedule changes, including time-off requests, training, meetings, and other events, to maintain operational efficiency.

Qualifications and Requirements:

• 3–6+ years in workforce management, scheduling, or capacity planning—ideally within a call center or similar high‑volume s...