Sr Workforce Analyst

Overview Senior Workforce Analyst role at Dayforce focused on long-range forecasting and capacity planning across global contact center and back-office operations, including Customer Support, Managed & Global Operations, Customer Success, and Tax Operations. The analyst leads forecasting and operational modeling initiatives using historical data, business intelligence, and advanced analytical techniques to optimize performance, resourcing, and financial planning. What You’ll Get To Do Develop, refine, and implement long-range forecasting models and capacity planning tools across multiple support channels (voice, chat, email, case work). Utilize tools such as Power BI and Advanced Excel to visualize trends, create scenario-based models, and deliver actionable insights to stakeholders. Leverage Lean Six Sigma and process management methodologies to identify and drive opportunities for operational efficiency and continuous improvement. Apply project management principles to support and/or lead initiatives around workforce planning, cost allocation, and budget forecasting. Conduct cost allocation and budget reconciliation analyses to support strategic decision-making and operational budgeting across global teams. Partner with short-range forecasting, finance, and customer service teams to ensure alignment of forecasts with business goals and financial targets. Analyze large data sets and synthesize information into clear, actionable insights for senior leaders, ensuring forecasting accuracy and proactive capacity management. Normalize and interpret historical data to improve forecasting accuracy across a 3+ year horizon. Facilitate collaboration among cross-functional global teams to ensure consistency in planning and process optimization. Recommend and implement process improvements to enhance efficiency, reduce variability, and support scalability using data and operational metrics. Skills And Experience We Value 5+ years of experience in a Workforce Management role with a focus on long-range forecasting and capacity planning. Proven experience in process improvement (Lean Six Sigma certification preferred) and project management within operational or contact center environments. Demonstrated ability to manage complex cross-functional initiatives with multiple stakeholders. Advanced proficiency in Microsoft Excel, experience in Salesforce including modeling and automation techniques (e.g., Power Query, PivotTables, macros). Strong proficiency in Power BI and/or similar data visualization platforms. Deep understanding of data analytics, contact center KPIs, and performance measurement metrics. Ability to develop and interpret mathematical models, forecast trends, and conduct scenario analysis to support strategic planning. Attention to detail and strong sense of urgency, with the ability to work independently and make sound decisions in a fast-paced environment. Customer-focused mindset with ability to build and maintain stakeholder relationships and communicate with both technical and non-technical audiences. What Would Make You Really Stand Out Preferred Qualification: Bachelor’s degree Experience in operations and workforce management, statistical analysis, data analytics, performance and process management Experience working in global contact center environments or with multi-site agent operations Solid understanding of budgeting, cost management, and financial forecasting in an operational setting What’s In It For You Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We encourage individuals to apply based on their passions. Dayforce supports personal and professional growth, with excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits. We are committed to community impact, including volunteer days and Dayforce Cares to help you thrive in your career and personal life. Fraudulent Recruiting Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement here: Seniority level Mid-Senior level Employment type Full-time Job function Project Management and Information Technology Industries Software Development #J-18808-Ljbffr