Workforce Planning Analyst – Contact Center
Company: Genius Road
Location: Dallas
Posted on: June 27, 2025
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Job Description:
Workforce Planning Analyst – Contact Center Contract Length: 12
months potential extension Location: Dallas, Texas – Hybrid (3 days
onsite downtown Dallas) Our client is seeking a Workforce Planning
Analyst to support contact center operations by forecasting call
volumes, analyzing performance data, and delivering actionable
insights. In this role, you'll provide real-time reporting and
scheduling analysis to help manage day-to-day service levels,
staffing decisions, and long-term planning. The ideal candidate
will have strong experience with WFM systems, Excel, and
data-driven operational support in high-volume environments.
Education & Experience Requirements: Bachelor's degree in Business,
Computer Science, Mathematics, or related field. Minimum of 5
years’ experience in an analytical role focused on data, reporting,
and forecasting. Advanced proficiency in Microsoft Excel and data
analysis tools. Hands-on experience with WFM systems and telephony
platforms (e.g., IVR, CRM, speech analytics, call recording, etc.)
is required. Project management experience is highly valued.
Previous experience in a contact center environment is a plus.
Strong interpersonal, communication, and presentation skills.
Ability to manage multiple projects under pressure, with strong
organizational and time-management abilities. Must be
detail-oriented with a commitment to accuracy, timeliness, and
high-quality output.
Keywords: Genius Road, McKinney , Workforce Planning Analyst – Contact Center, IT / Software / Systems , Dallas, Texas
