{"id":2224336,"url":"https://alion.io/job/wsp-workforce-management-analyst","title":"Workforce Management Analyst","company":{"id":1668012,"name":"WSP","domain":"wsp.com","url":"https://alion.io/company/wsp-ca","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":76,"open_postings":367,"ghost_share":0,"stale_share":0.97,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-26T05:57:25Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Aurora, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":27,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":54000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T20:44:03Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-26T15:57:22Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"This Opportunity\nThe Workforce Analyst supports Contact Center teams across phone, email, and chat channels. The position is responsible for workforce forecasting, scheduling, intraday management, reporting, and analysis to maintain appropriate staffing levels and support service-level and operational goals.\nThe Workforce Analyst analyzes historical and real-time data, identifies staffing and performance trends, and provides recommendations to management regarding staffing needs, overtime, undertime, schedule adjustments, and resource allocation.\nThe Workforce Analyst works closely with Operations, Management, Supervisors, Training, and Quality teams to address staffing needs, resolve workforce-related issues, and support operational performance.\nThe position will also cross-train with the Back Office (Support Team) Workforce Analyst to provide backup support for workforce planning and staffing requirements across the Service Center.\nConsidering local candidates only\nThe schedule for this position will be:\nSchedule Mon-Fri 8:45am - 5:15pm\nHourly pay range: $27.53\nWSP Benefits\nWSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.\nWSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.\n This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job.\nDevelop short- and long-term workforce forecasts using historical contact volumes, arrival patterns, average handle time (AHT), shrinkage, service levels, occupancy, and other relevant workforce metrics.\nCreate and maintain employee schedules to align staffing with forecasted workload and business requirements.\nMonitor real-time contact volumes, staffing levels, service levels, queue performance, and employee states to identify and address intraday staffing needs.\nMake recommendations regarding overtime, undertime, schedule changes, staffing adjustments, and resource allocation based on forecasted and real-time conditions.\nMonitor and analyze schedule adherence and provide recommendations to improve workforce efficiency and coverage.\nAnalyze Contact Center performance across phone, email, and chat channels and identify trends, risks, and opportunities for improvement.\nProvide staffing and hiring recommendations based on forecasted workload, staffing requirements, attrition, shrinkage, and business needs.\nConduct root cause analysis related to workload, traffic distribution, staffing, service-level performance, adherence, and other workforce metrics.\nPrepare and distribute accurate daily, weekly, monthly, and ad-hoc workforce reports and analytics for management.\nDevelop and maintain dashboards, reporting tools, and workforce-related data in partnership with the management team.\nMaintain accurate employee, role, team, system, and workforce management information in accordance with applicable company procedures and data-security requirements.\nProvide training and subject-matter guidance to Supervisors and Managers regarding workforce reports, metrics, and WFM processes.\nPartner with Management, Supervisors, Training, and Quality to coordinate staffing requirements for meetings, training, and other activities while maintaining appropriate coverage.\nIdentify and communicate workforce-related system or operational issues and work with the management team toward resolution.\nDevelop strong working relationships across departments to support effective workforce planning and problem resolution.\nCross-train with the Back Office (Support Team) Workforce Analyst and provide backup support as needed.\nPerform other related duties as assigned.\nPERFORMANCE CRITERIA\nPerformance will be evaluated based on:\nForecasting and scheduling accuracy.\nAccuracy and timeliness of workforce reporting and analysis.\nEffective staffing coverage and support of service-level objectives.\nTimely identification and resolution of intraday staffing issues.\nAccuracy and effectiveness of workforce recommendations.\nQuality and reliability of workforce data and reporting.\nSupport of operational performance and departmental goals.\nESSENTIAL JOB FUNCTIONS\nDevelop and maintain short- and long-term workforce forecasts using historical, current, and projected operational data.\nCreate and maintain staffing schedules based on forecasted workload and business requirements.\nMonitor real-time staffing levels, contact volumes, queue performance, service levels, employee states, schedule adherence, and other workforce management metrics.\nIdentify staffing gaps, coverage risks, and operational trends and provide recommendations for appropriate intraday adjustments.\nAnalyze workforce and operational data to identify trends, risks, staffing requirements, and opportunities for improvement.\nPrepare and distribute accurate and timely workforce reports, dashboards, and analyses.\nMaintain accurate workforce management, staffing, scheduling, and related information across applicable systems.\nCommunicate workforce trends, staffing requirements, operational risks, and recommendations to management and operational leaders.\nCoordinate with Operations, Supervisors, Training, Quality, and other departments to support staffing requirements and maintain appropriate operational coverage.\nProvide subject-matter guidance and training regarding workforce management processes, reports, metrics, systems, and tools.\nRespond to changing operational conditions and support intraday workforce management activities.\nWork independently, manage multiple priorities, and make data-informed recommendations in a fast-paced and changing operational environment.\nCommunicate effectively, both verbally and in writing.\nUse computers, keyboards, mice, telephones, and standard office equipment on a regular basis.\nNavigate multiple computer screens and software applications while accurately entering, accessing, retrieving, analyzing, and interpreting information.\nSit at a workstation and use a computer for extended periods.\nPerform primarily sedentary work requiring extended periods of computer and workstation use.\nUse sufficient visual ability to read and interpret computer screens, reports, spreadsheets, dashboards, and other work-related information.\nPerform frequent hand and eye coordination when using a keyboard, mouse, telephone, and standard office equipment.\nMeet established job performance and quality standards.\nPerform the essential functions of the position with or without reasonable accommodation.\nWork remotely when required and in accordance with applicable company policies and procedures.","description_format":"text","description_chars":7433,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Civil & Structural Engineering","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-10T14:34:01Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.589,"p_room":0.9,"age_days":17,"expected_fill_days":42,"reasons":["conf:1","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":54000,"is_top_pay":false},"html_url":"https://alion.io/job/wsp-workforce-management-analyst","json_url":"https://alion.io/job/wsp-workforce-management-analyst.json","meta":{"generated_at":"2026-10-26T17:04:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22851,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1668012},"rest":"https://alion.io/mcp/rest/get_company?id=1668012"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwsp-workforce-management-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwsp-workforce-management-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwsp-workforce-management-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wsp-workforce-management-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwsp-workforce-management-analyst"}]}