As a Client Engagement Operations Analyst, Workforce Management, you will play a critical role in ensuring our service support teams are staffed smartly and efficiently—right when our clients need us most. You will own intraday forecasting and scheduling, balancing real‑time operational needs with longer‑term planning. Working closely with operations and leadership, you will turn data into action to drive exceptional client experiences.

You may apply on an ongoing basis unless a specific application deadline is stated in the job posting.

Responsibilities

• Manage and forecast intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teams.
• Create and maintain the intraday plan on a rolling 2‑week basis.
• Analyze enterprise volume, productivity and patterns to optimize staffing levels.
• Review all permanent schedule change requests and communicate approvals as appropriate, updating the Workforce Management Sys...