Magic is a dynamic support and leadership solutions provider, partnering with innovative companies to deliver exceptional customer experiences. One of our clients—a pioneering health and wellness brand—is seeking a Workforce Management Analyst to join their team on a freelance, full-time, remote basis. This role is critical to optimizing staffing and scheduling for a 24/7 contact center, ensuring smooth operations and high service quality.

As a Workforce Management Analyst, you’ll transform complex data into actionable insights, support agent wellness through smart scheduling, and collaborate cross-functionally to drive operational excellence.

Key Responsibilities:

Forecasting & Capacity Planning:

• Analyze historical data to build short- and long-term volume forecasts
• Account for seasonality, product launches, and campaigns
• Anticipate staffing needs for 24/7 operations

Scheduling & Optimization:

• Create and manage agent schedules using Deputy
• Adjust staffing plans in real-time to meet business needs
• Promote flexible scheduling to reduce burnout

Attendance & Adherence Monitoring:

• Track attendance, adherence, and manage time-off requests
• Identify patterns and collaborate with leadership to improve reliability

Performance Analytics & Reporting:

• Generate workforce reports and recommend improvements
• Monitor staffing efficiency, service levels, and occupancy
• Identify automation opportunities to reduce manual work

Cross-Functional Collaboration:

• Partner with CX Talent, Team Leads, and WFM Lead on hiring and planning
• Contribute to nesting waves and seat forecasts
• Communicate insights and recommendations to stakeholders

Requirements:

• 2+ years of experience in workforce management or forecasting (contact center, BPO, or e-commerce)
• Advanced proficiency in Deputy and Google Sheets/Excel
• Experience with Gorgias and Slack
• Strong analytical and communication skills
• Ability to work independently in a remote setup

Work Setup:

• Remote position
• Monday to Friday, 7 AM – 4 PM PST (occasional weekend availability)
• 40 hours per week
• Must have a quiet workspace, reliable internet (40 Mbps+), and a computer with at least 8GB RAM and Intel i5/Ryzen 5 processor

Compensation:

• $9 per hour
• No benefits package included