Workforce Management Analyst (1200-494)

Workforce Management Analyst

LegalZoom.com is seeking a Workforce Management Analyst to join our team. The Workforce Management Analyst reports to the Manager of Workforce Management and is part of the Shared Services Organization.

What you’ll do:

  • Analyze Call center metrics, and provide proactive suggestions to the business based on those metrics
  • Historical forecasting
  • Schedule Call center workforce both proactively and on demand to ensure appropriate staffing levels are maintained and Service Level Agreements (SLAs) are met
  • Manage changes to scheduling to ensure adequate daily resource coverage
  • Communicate with management and operations teams to ensure compliance with company standards re: agent occupancy, schedule adherence and attendance.
  • Analyze PTO submissions and approve/deny based on their impact on operations.
  • Process schedule trade requests for posted schedules
  • Process management requests for modifications of scheduling events (e.g. meetings, trainings, offsites, etc.)
  • Provide analytical support for special projects, as needed
  • Collaborate with business owners on identifying opportunities to further optimize the workforce
  • Serve as a liaison between WFM and agents, management, Human Resources, Payroll, and other business partners
  • Perform any other related duties as required or assigned


  • 2-5 years of experience in Workforce Management, preferably in contact centers with 100+ employees
  • Bachelor degree preferred or 3+ years of relevant work experience
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Demonstrated strong analytical skills, with emphasis on forecasting
  • Ability and willingness to learn new software applications
  • Skilled in complex problem solving, sound judgement, critical thinking and good decision making
  • Highly organized with an emphasis on accuracy and timeliness
  • Detail oriented with the ability to accurately follow procedures
  • Self-motivated with the ability to work with minimum supervision
  • Works effectively in a team environment
  • Strong oral and written communication skills
  • Highly adherent to professional ethics and confidentiality
  • Ability to quickly prioritize work in order to meet quick deadlines
  • Ability to sit the entire day viewing a computer monitor
  • Availability to occasionally work evening and weekends to meet deadlines

LegalZoom is an Equal Opportunity Employer, dedicated to diversity

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