Sr Specialist, Workforce Analyst

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role. 

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us challenge the status quo and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

The Manager, Workforce Analyst supports Workforce Optimization (WFO) by leveraging workforce planning strategies, analytics, forecasting, and operational insights to drive business outcomes. This role is responsible for predicting operational impacts, identifying risks, developing mitigation strategies, and conducting post-action analysis to support continuous improvement.

The position partners closely with business leaders, Talent Acquisition, Learning & Development, and other cross-functional stakeholders to optimize staffing strategies, resource utilization, and service delivery. Success in this role requires a strong analytical mindset, strategic thinking, and the ability to influence decisions across multiple levels of the organization.

Key Responsibilities

Workforce Planning & Optimization

• Develop and maintain workforce forecasts, including contact volume, average handle time (AHT), shrinkage, productivity, and staffing requirements.
• Partner with business leaders to develop and execute workforce strategies that align staffing capacity with business demand.
• Analyze workforce trends and operational performance to identify opportunities for optimization and improved efficiency.
• Conduct variance analysis and provide actionable recommendations to address gaps between forecasted and actual performance.

Staffing & Capacity Management

• Partner with Talent Acquisition, Learning & Development, and business leadership to create, maintain, and execute hiring and staffing plans.
• Monitor hiring, attrition, and workforce trends, recommending strategies to mitigate staffing risks and support operational objectives.
• Maintain workforce plans, headcount models, and scheduling strategies to ensure alignment with business needs.

Risk Management & Business Partnership

• Identify workforce-related risks and facilitate mitigation planning with key stakeholders.
• Deliver data-driven insights, observations, recommendations, and executive-level reporting to support informed decision-making.
• Build and maintain strong partnerships with business leaders, support partners, and Workforce Optimization peers.
• Proactively communicate workforce impacts, emerging risks, and opportunities to leadership.

Operational Excellence

• Demonstrate expertise in Workforce Optimization processes, tools, and methodologies.
• Ensure accuracy, consistency, and integrity of workforce planning data and reporting.
• Contribute to continuous improvement initiatives by identifying innovative solutions and process enhancements.
• Support organizational change initiatives through effective communication, collaboration, and stakeholder engagement.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Preferred Qualifications:

• 3+ years of Workforce Optimization, Workforce Management, workforce planning, capacity planning, or related experience within a contact center or service organization.
• Strong understanding of workforce planning principles, including forecasting, capacity planning, staffing, scheduling, hiring plans, attrition modeling, and operational performance management.
• Demonstrated ability to analyze complex data, identify trends, and translate insights into actionable business recommendations.
• Experience influencing stakeholders and building consensus across multiple levels of an organization.
• Strong organizational skills with the ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Excellent verbal, written, presentation, and communication skills.
• Ability to tailor communication effectively for audiences ranging from individual contributors to senior executives.
• Strong analytical, problem-solving, and process improvement capabilities.
• Exceptional attention to detail and commitment to data accuracy.
• Advanced proficiency with Microsoft Office products, including Excel, PowerPoint, and Word.

Preferred Qualifications

• Experience supporting phone, chat, and email-based service environments.
• Knowledge of NICE Workforce Management and related workforce planning technologies.
• Experience with workforce analytics, forecasting methodologies, and capacity planning models.
• Working knowledge of Schwab's products, services, business functions, and organizational structure.
• Demonstrated ability to lead through change and contribute to a culture of innovation, continuous improvement, and collaboration.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.