Workforce analyst Jobs in USA

Workforce Management Analyst

Position at American First Finance Workforce Management Analyst The Workforce Management Analyst will support the performance and operational excellence of our multi-site, blended contact center environment. This role will play a pivotal part in optimizing staffing models, managing workforce data, and enabling real-time and strategic decisions through advanced reporting and analytics. The role is faster than average pace and requires a detail-oriented individual who understands how to apply analytical thinking concepts in areas of problem solving and decision making. This role is essential to our success and is a critical partner in the optimization of our contact center scheduling to provide Best-in-Class service to our customers.

Roles and Responsibilities

• Generate and maintain forecasts using historical data, seasonal trends, and business inputs.
• Collaborate with WFM planners to create optimized agent schedules that align with service goals and staffing budgets.
• Conduct shrinkage, occupancy, and headcount modeling to support hiring and workforce strategies.
• Identify risks and recommend actionable adjustments to meet SLAs and KPIs across multiple channels (voice, chat, email).
• Design and deliver interactive dashboards and automated reports in Power BI to track agent productivity, schedule adherence, service levels, and interval-level performance.
• Perform root-cause analysis on performance gaps (e.g., under/over staffing, absenteeism, unproductive time).
• Own the generation of daily, weekly, and monthly reporting packages for stakeholders.
• Partner with stakeholders to correlate performance trends with coaching and training outcomes.
• Responsible for the data integrity of WFM system (or comparable WFM tools) to ensure accuracy of schedules, real-time adherence, agent profiles, and reporting data.
• Maintain system configurations, troubleshoot integration issues (ACD/CRM), and liaise with IT and vendor support teams.
• Lead user onboarding, role assignments, and maintenance of system documentation and SOPs.
• Other duties as assigned by management.

Qualifications and Education Requirements

• 2+ years of experience in Workforce Management within a contact center environment.
• Proficiency in NICE IEX WFM or a comparable platform (e.g., Verint, Calabrio, Aspect).
• Advanced Excel and Power BI experience; ability to translate raw data into insights.
• Strong understanding of call center metrics (AHT, service level, adherence, shrinkage, etc.).
• Demonstrated ability to synthesize complex datasets and communicate clear business insights.
• Deep understanding of forecasting, scheduling, and performance optimization.
• Excellent time management and cross-functional collaboration skills.

Preferred Skills

• Experience supporting multi-site or blended onshore/nearshore workforce.
• Familiarity with relational databases and querying (SQL).
• Exposure to real-time management practices and intraday staffing adjustments.
• Strong communication and executive presentation skills.

About FirstCash Holdings, Inc.

FirstCash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers. With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America including Mexico, Guatemala, Colombia, and El SalvadorFirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non-recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve. Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs. With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index and the Russell 2000 Index , reflecting our strength and stability in the market.