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Workforce Management Analyst

  • West Des Moines, United States of America
  • Operations
  • Full time
  • J00130065

The Workforce Management Analyst is responsible for performing key analysis related to all contact centers and ensuring center performance is maintained at a consistently superior level as outlined by internal service level agreements and external vendor contracts. Such analysis includes forecasting of all call type volumes, forecasting staffing needs, ensuring billing is compliant with contractual guidelines, and reviewing KPI reporting prepared by the centers.

What you'll do

  • Creates reports that will be used for capacity planning within the contact center

  • Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives

  • Provides reporting and analysis needed to produce strategic direction, planning, and execution to meet/exceed profitability productivity, brand representation and efficiency goals for Equifax Inc.

  • Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner

  • Monitors inbound call traffic and ensures efficient distribution based on staff availability

What experience you'll need

  • Bachelor’s degree (B.A. or B.S.) and/or 3 - 5 years related experience or equivalent combination of education and experience

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

Equifax participates in E-Verify and Right to Work (English and Spanish).