Vitalant is seeking a Workforce Management Analyst dedicated to making a positive difference.  If you are results-driven and impact-inspired to helping others, and making a difference is vital for you, you’ll experience a career built on purpose, an organization created to care, and a team committed to lead – together.   

 Your impact as a Workforce Management Analyst , is vital as our contact center plays a critical role in engaging donors to support our life-saving mission. As a Workforce Management Specialist, you’ll help ensure our donor outreach efforts run efficiently by executing and managing inbound and outbound omnichannel contact strategies. You’ll monitor real-time and intraday workforce needs, adjusting staffing levels based on contact volume and operational demands. Using data-driven insights, you’ll analyze call patterns, handle times, and campaign effectiveness to maximize productivity and enhance donor engagement.

What to Expect 

Schedule:  M - F, 8 AM - 5 PM (Arizona Time)

To help you stay energized, engaged, and inspired, we offer a full range of benefits for you and your dependents.  

Medical, dental, and vision insurance 401K + 5% company match Tuition assistance up to $5k per year Free basic life and AD&D insurance Free short-and-long-term disability insurance Paid time off Employee Resource Groups Recognition and perks  

As a Workforce Management Analyst, you’ll get to:

Collaborate with leadership to coordinate staff schedulingOptimize workflows and integrate new contact center technologies. Interpret data, generate reports, and make strategic recommendations will directly impact our team’s success. Utilize your strong analytical skills, proficiency in Microsoft Excel, and experience in workforce management within a call center environment.Help with the integration and implementation of new contact center technologies.Continuously analyze handle times, call volume and other factors, adjusting 
workflow to achieve business objectives.Keys daily exceptions requests, updates contact platform schedules and responds to 
escalated issues and ad-hoc requests. Ensures all contact center activity meets 
assigned schedule adherence.

#CSRAD

Knowledge/ Education

High school graduate or GED required.Knowledge of forecasting, scheduling and demand planning in a contact center setting required.

Experience Required:

Three years of call center experience required to include:  Two years of Workforce Management (WFM) experience in a multi-channel call center environment required.One year of forecasting/scheduling experience in a call center environment required. Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software required.Spreadsheets with advanced formula application and database software (e.g. Excel) experience required.One year of experience using Workforce Management tools to create schedules/forecasts preferred

Skills/Abilities
1. Must possess the skills and abilities to successfully perform all assigned duties and tasks.
2. Must be able to maintain confidentiality.
3. Must have effective oral and written communication skills.
4. Must be able to work flexible hours including evenings and weekends.
5. Must have good customer service and interpersonal skills.
6. Must be able to read and comprehend written procedures and instructions.
7. Ability to think and work independently.
8. Ability to multi-task in a fast-paced environment.
9. Must be proficient with Microsoft Outlook, Excel, Word. Cloud based dialer system.