Workforce Management Analyst

At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded!

• Analyze historical trends and real‑time data to develop volume forecasts and staffing plans
• Build and maintain schedules aligned with service level goals
• Monitor intraday performance and traffic to ensure proper coverage
• Make real‑time staffing adjustments to address coverage or adherence gaps

• Produce detailed performance reports (hourly, daily, weekly, monthly) to support leadership decisions
• Identify efficiency opportunities using Five9 and related analytics tools
• Support interaction analytics and AI tools (e.g., Ava) to uncover process gaps and drive improvements

• Provide Five9 platform support, including scheduling, quality management, and screen capture
• Assist with IVR programming and optimization to improve call flow and routing
• Communicate with leaders and frontline teams to manage traffic fluctuations and priorities

• Bachelor’s degree in Mathematics, Economics, Business Analytics, or a related field
• 2+ years of workforce management experience in a high‑volume call center
• Experience with cloud‑based contact center platforms; Five9 preferred
• Familiarity with IVR systems and real‑time traffic management
• Strong analytical, organizational, and problem‑solving skills
• Ability to work independently while collaborating across teams
• Clear, confident communicator with strong interpersonal skills
• Proficiency with Microsoft 365 tools (Excel, PowerPoint, Teams, SharePoint, Power BI)
• Alignment with Slide’s Core Values and collaborative culture