Workforce Management Analyst

About Us:

How many companies can say they have been in business for over 178 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast-paced world, meeting it with cutting edge technologies and continuous advancements.

ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change.

We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location- Dublin, CA.

What's the role?

The Workforce Management (WFM) Analyst plays a key role in ensuring the
contact center operates efficiently and meets service level goals.

This position is responsible for forecasting call and contact volumes, developing optimized
schedules, and monitoring real-time performance to balance customer
experience, agent productivity, and operational costs.

The WFM Analyst uses
data-driven insights to anticipate business needs, identify staffing gaps, and make recommendations that improve resource utilization across multiple channels.

Working closely with Operations, HR, and Training teams, the WFM Analyst helps maintain the right staffing levels at the right times-empowering teams to deliver exceptional customer support while achieving performance targets.

Sound Interesting?

Here's what you'll do:


* Monitor real-time call volumes to ensure service levels are met.


* Oversee call queues to ensure customer interactions are handled effectively.


* Analyze real-time data to identify trends and performance issues.


* Implement industry best practices for real-time monitoring and workforce management.


* Create and maintain weekly and monthly frontline employee work schedules.


* Support adherence to standard work scheduling policies and procedures.


* Manage attendance tracking systems and vacation records.


* Schedule requested days off, vacations, and sick time.


* Design, maintain, and optimize databases and business systems to generate accurate and meaningful data.


* Format data into clear, concise reports and visualizations.


* Create reports and dashboards to provide visual clarity and consistent reporting of data as necessary.


* Use analytical skills to identify and solve business problems and develop predictive models to forecast future outcomes.


* Analyze business processes and operations to identify opportunities for improvement.


* Detect inefficiencies and recommend process improvements to enhance operational efficiency.


* Participate in the onboarding of new hires.


* Adhere to industry safety standards.


* Assume special projects and assignments as delegated by Customer Support or Technical Support leade...