Senior Workforce Management Analyst (Remote)

Description Title: Senior Workforce Management Analyst Department: Customer Service Reporting to: Director of Customer Service Location: USA - Remote Compensation: $86K - 115K USD Who We Are: World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. Together with its partners, WES enables people to learn, work, and thrive in new places. For more information about WES, please visit our website at www.WES.org. About The Opportunity: The Senior Workforce Management (WFM) Analyst will play a critical role in building and scaling Workforce Management capabilities from the ground for WES’ Customer Service function. This individual will own forecasting, capacity planning, and headcount modeling across three tiers of customer support and multiple contact channels. This role is a strategic partner to Customer Service leadership, will influence near-and long-term staffing decisions, BPO budgeting, and operational performance. The Senior WFM Analyst will sit on the Customer Service Leadership Team and serve as a trusted advisor to both internal stakeholders and outsourcing partners. What You'll Do: Workforce Management Strategy & Forecasting Design, build, and maintain contact volume forecasts from scratch across three levels of support (e.g., Tier 1, Tier 2, Tier 3). Forecast demand across multiple channels, including voice, email, chat, and social, accounting for seasonality, business drivers, and growth. Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time. Continuously evaluate forecast accuracy and adjust models to improve performance. Capacity Planning & Headcount Modeling Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets. Translate forecasted demand into staffing requirements, schedules, and capacity plans across internal teams and BPO partners. Support scenario modeling for new initiatives, product changes, or volume spikes. Outsourced Partner Management (BPO) Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management. Establish clear accountability for forecast adherence, SLA attainment, shrinkage, and productivity. Monitor vendor performance against contractual commitments and operational KPIs. Support RFPs, ramp planning, and ongoing optimization for outsourced capacity. Budgeting & Long-Term Planning Partner with Customer Service Leadership on BPO budgeting, forecasting, and long-range financial planning. Provide data-driven insights to inform cost optimization strategies Support annual operating plans and multi-year staffing strategies. Leadership & Stakeholder Partnership Serve as a core member of the Customer Service Leadership Team, contributing strategic insight and operational recommendations. Present workforce insights, forecasts, and risks to senior leadership in a clear and actionable manner. Your Experience: Required 5–8+ years of Workforce Management, forecasting, or capacity planning experience in a customer service or contact center environment. Proven experience building WFM processes from the ground up, including forecasting, capacity planning, and headcount modeling. Hands-on experience managing or supporting outsourced/BPO contact center operations. Strong expertise in contact volume forecasting across multiple channels and support tiers. Advanced proficiency in Excel and/or Google Sheets (complex models, assumptions, scenario planning). Experience with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) strongly preferred. Ability to translate complex data into clear insights and executive-ready presentations. Strong business acumen with the ability to connect workforce planning to customer experience. Demonstrated ability to influence cross-functional leaders without direct authority. Comfortable operating in ambiguity and building structure where none exists. Excellent communication skills, with experience presenting to senior leadership. Desired Experience in a high-growth, scaling organization. Exposure to international or multi-region workforce planning. Occasional domestic travel for team meetings, and international travel to partner outsource centers at least once annually. What We Offer: Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide. You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements. Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework, and programming while offering the flexibility of remote work options. Work-Life Harmony: We believe that success is all about maintaining balance. Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments. Our comprehensive wellness programs and work environment are focused on fostering your well-being. Rewards and Recognition: Your dedication and achievements are the cornerstone of our success. We recognize the importance of valuing your hard work, which is why we offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions. Professional Growth and Development: We are committed to nurturing growth within our team, recognizing that growth is essential to providing opportunities for career advancement and ongoing professional development. To prioritize your learning and success, we invest in comprehensive training programs and offer tuition reimbursement opportunities. We promote a culture of continuous learning that empowers you to thrive and evolve in your career. Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities by expanding access to global educational and professional pathways. Join us in fostering a culture that values innovation, embraces new approaches, and leverages transformation to implement and drive impactful change. Community and Connection: Our team is made up of individuals from different cultures and backgrounds who have varying perspectives and ideas. Our diverse workforce reflects the global community we serve, and we take pride in it. We are committed to fostering a workplace where everyone feels valued, respected, and included. Experience the power of connection by participating in a range of activities, including employee-led resource groups, town halls, collaborative team events, meaningful volunteer opportunities, and initiatives that promote equity, celebrate diversity, and cultivate a strong sense of belonging within our organization. Values: Opportunity - We open doors so people can build better futures. Inclusion - We become stronger, more creative, and more resilient when we embrace diversity. Equity - We uphold fairness and justice in our work and actions. Enterprising - We are resourceful, inventive, and driven. Inclusive Recruitment Process: We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints. At our organization, individuals who thrive in a culture of continuous learning and inclusive teamwork excel. We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply. Our Commitment: World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits. We comply with all applicable federal, state, and local anti-discrimination laws. For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential. If you require assistance and/or accommodation at any point during the recruitment process, please contact us at [email protected], we're here to support you. Our Talent Acquisition team is happy to work with you to find solutions that meet your needs. For more information about WES, please visit our website at www.WES.org This position is an existing vacancy and is currently open for hire.