Job Description:
The Workforce Management (WFM) Analyst is responsible for optimizing workforce operations by managing forecasting, scheduling, and real-time adherence for contact center agents. Utilizing CXone and other workforce management tools, this role ensures efficient staffing, service level adherence, and operational effectiveness. The ideal candidate has strong analytical skills, effective time management, and the ability to clearly communicate and interpret operational data to drive informed decision-making.
Responsibilities:
- Maximize CXone to create and manage employee schedules, approve shift changes, schedule offline activities, administer shift bids, and plan short-term schedule modifications to meet service level goals
- Monitor and adjust real-time agent availability, break/lunch schedules, and resource allocation to maintain efficiency in a fast-paced environment
- Track and report key performance indicators (KPIs), including service levels, occupancy, shrinkage, and adherence, ensuring alignment with business goals
- Provide statistical analysis on inbound call volumes and generate data-driven insights for leadership
- Develop automation solutions and integrate systems through APIs to enhance workforce efficiency
- Identify and analyze performance trends, collaborating with leadership to implement corrective actions that optimize service levels
- Research and recommend call routing enhancements to improve customer and employee experiences, leveraging Automatic Call Distributor (ACD) capabilities
- Support forecasting, queue performance monitoring, maintenance of ACD & WFO platforms, and report development
- Collaborate with contact center leadership to strategically schedule offline activities while maintaining service efficiency
- Drive continuous improvement initiatives to enhance workforce planning and operational effectiveness
- Perform additional duties as assigned
Education & Other Minimum Requirements
- Bachelor’s degree preferred or 3+ years of relevant work experience
- 2-5 years of experience in Workforce Management within a contact center (200+ agents preferred)
- Proficiency in CXone WFM or similar workforce management tools (Verint, Aspect)
- Strong understanding of contact center staffing principles (inbound/outbound operations)
- Analytical mindset with expertise in forecasting, data analysis, and process optimization
- Self-motivated, able to work independently and collaboratively in a fast-paced environment
- Strong written and verbal communication skills, with the ability to present data insights effectively
- Advanced Microsoft Excel skills (pivot tables, lookup functions, conditional formatting, charts, and graphs)
- Experience with LiveVox or other Automatic Call Distributors (ACDs) is preferred
- Ability to occasionally work evenings or weekends to meet deadlines
- Ability to sit for extended periods and work on a computer throughout the day
Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:
- 401(k) + company match up to 4%
- Long Term Incentive program
- Medical, dental, and vision coverage
- Annual HSA contribution of $1,650
- Life insurance, disability, and critical illness
- Birthday holiday
- 2 floating Community Days
- Free snacks and drinks in the office
- Tuition reimbursement program
- Generous PTO, including Paid Parental Leave
- $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
- Community funds, wellness funds, and more
Learn more about our benefits by viewing our 2025 Employee Benefits Brochure.Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise. Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services.
Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been
named “Best Places to Work” by the San Diego Business Journal since 2015. The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.Equal Employment OpportunityIt is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.
This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
