Worforce Management Analyst - Freelance, Remote
Magic One
Worforce Management Analyst - Freelance, Remote
Description\nAbout the Client
Our client is a pioneering health and wellness company leveraging cutting-edge science and natural ingredients to restore and optimize the body’s foundational health barriers. Their physician-founded team utilizes advanced technology to preserve and deliver the highest potency bioactive nutrients, supporting immunity, metabolism, and overall vitality. Driven by research and a commitment to quality, their innovative products are trusted by a growing global community seeking transformational health benefits.
Why does this role exist?
This role was created to ensure an exceptional customer experience by optimizing workforce planning and scheduling for a fast-growing, 24/7 contact center. The Workforce Management Analyst will transform complex data into actionable insights, driving efficient staffing and supporting service quality as the company scales. By leveraging analytics and process improvements, this position will empower frontline teams and enable the organization to fulfill its mission of delivering outstanding health solutions.
The Impact you’ll makeForecasting & Capacity Planning\nAnalyze historical data and trends to build short- and long-term volume forecasts across multiple channels.\nAccount for seasonality, new product launches, and campaign initiatives in workforce planning.\nAnticipate staffing needs to ensure optimal coverage for a 24/7 operation.\nScheduling & Optimization\nDevelop and manage daily, weekly, and monthly agent schedules using Deputy.\nAdjust staffing plans in real-time to align with business requirements and agent wellness.\nSupport flexible scheduling to maximize engagement and minimize burnout.\nAttendance & Adherence Monitoring\nTrack agent attendance, schedule adherence, and manage time-off requests.\nIdentify and report on patterns in attendance and adherence for accountability.\nCollaborate with leadership to address recurring issues and improve reliability.\nPerformance Analytics & Reporting\nGenerate and interpret workforce management reports to drive actionable recommendations.\nMonitor key metrics such as staffing efficiency, service levels, and occupancy rates.\nIdentify opportunities for automation and process improvements to enhance accuracy and reduce manual work.\nCross-Functional Collaboration\nPartner with CX Talent, Team Leads, and the WFM Lead to support hiring strategies and resource planning.\nContribute to nesting waves and role-based seat forecasts during periods of growth or transition.\nCommunicate findings and recommendations to leadership and relevant stakeholders.\n
Skills, Knowledge and ExpertiseRequired:\nMinimum 2 years of workforce management or forecasting experience in a contact center, BPO, or e-commerce environment\nAdvanced proficiency with Deputy and Google Sheets or Excel\nDemonstrated ability to analyze large datasets and translate findings into actionable plans\nExperience using tools such as Gorgias and Slack\nStrong written and verbal communication skills\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor, and up.\nInternet speed of at least 40 Mbps\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\nExpertise in workforce planning, scheduling, and analytics\nHigh attention to detail and accuracy in data management\nProficient with WFM software (preferably Deputy) and advanced spreadsheets\nAbility to communicate complex data in a clear and engaging way\nProactive, resourceful, and passionate about continuous process improvement\nYou should apply if… \nYou thrive in fast-paced, evolving environments and enjoy tackling complex workforce challenges\nYou are data-driven, solutions-oriented, and always seek to optimize for efficiency and impact\nYou value collaboration, transparency, and own your work with a sense of purpose\nYou are eager to grow with a mission-driven company and help shape its customer experience strategy\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\nMonday to Friday, 7 AM to 4 PM PST (Pacific Standard Time)\nOccasional weekend availability for urgent matters\n40 hours per week\nCompensation:\n$9 per hour\nNo benefits package included\n
Benefits
Department: Support & Leadership
Employment Type: Full Time
Location: Philippines
Reporting To: Client via Magic
Compensation: $9.00 / hour
Description\nAbout the Client
Our client is a pioneering health and wellness company leveraging cutting-edge science and natural ingredients to restore and optimize the body’s foundational health barriers. Their physician-founded team utilizes advanced technology to preserve and deliver the highest potency bioactive nutrients, supporting immunity, metabolism, and overall vitality. Driven by research and a commitment to quality, their innovative products are trusted by a growing global community seeking transformational health benefits.
Why does this role exist?
This role was created to ensure an exceptional customer experience by optimizing workforce planning and scheduling for a fast-growing, 24/7 contact center. The Workforce Management Analyst will transform complex data into actionable insights, driving efficient staffing and supporting service quality as the company scales. By leveraging analytics and process improvements, this position will empower frontline teams and enable the organization to fulfill its mission of delivering outstanding health solutions.
The Impact you’ll makeForecasting & Capacity Planning\nAnalyze historical data and trends to build short- and long-term volume forecasts across multiple channels.\nAccount for seasonality, new product launches, and campaign initiatives in workforce planning.\nAnticipate staffing needs to ensure optimal coverage for a 24/7 operation.\nScheduling & Optimization\nDevelop and manage daily, weekly, and monthly agent schedules using Deputy.\nAdjust staffing plans in real-time to align with business requirements and agent wellness.\nSupport flexible scheduling to maximize engagement and minimize burnout.\nAttendance & Adherence Monitoring\nTrack agent attendance, schedule adherence, and manage time-off requests.\nIdentify and report on patterns in attendance and adherence for accountability.\nCollaborate with leadership to address recurring issues and improve reliability.\nPerformance Analytics & Reporting\nGenerate and interpret workforce management reports to drive actionable recommendations.\nMonitor key metrics such as staffing efficiency, service levels, and occupancy rates.\nIdentify opportunities for automation and process improvements to enhance accuracy and reduce manual work.\nCross-Functional Collaboration\nPartner with CX Talent, Team Leads, and the WFM Lead to support hiring strategies and resource planning.\nContribute to nesting waves and role-based seat forecasts during periods of growth or transition.\nCommunicate findings and recommendations to leadership and relevant stakeholders.\n
Skills, Knowledge and ExpertiseRequired:\nMinimum 2 years of workforce management or forecasting experience in a contact center, BPO, or e-commerce environment\nAdvanced proficiency with Deputy and Google Sheets or Excel\nDemonstrated ability to analyze large datasets and translate findings into actionable plans\nExperience using tools such as Gorgias and Slack\nStrong written and verbal communication skills\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor, and up.\nInternet speed of at least 40 Mbps\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\nExpertise in workforce planning, scheduling, and analytics\nHigh attention to detail and accuracy in data management\nProficient with WFM software (preferably Deputy) and advanced spreadsheets\nAbility to communicate complex data in a clear and engaging way\nProactive, resourceful, and passionate about continuous process improvement\nYou should apply if… \nYou thrive in fast-paced, evolving environments and enjoy tackling complex workforce challenges\nYou are data-driven, solutions-oriented, and always seek to optimize for efficiency and impact\nYou value collaboration, transparency, and own your work with a sense of purpose\nYou are eager to grow with a mission-driven company and help shape its customer experience strategy\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\nMonday to Friday, 7 AM to 4 PM PST (Pacific Standard Time)\nOccasional weekend availability for urgent matters\n40 hours per week\nCompensation:\n$9 per hour\nNo benefits package included\n
Benefits
Por favor confirme su dirección de correo electrónico: Send Email