WFM Consultant-Operations Suprt (Remote) in Work From Home at Windstream

Date Posted: 6/11/2022

Job Snapshot

Job Description

Job ID:22002884

Windstream is searching for experience candidate for the position of workforce consultant.

Primary responsibilities include report development, interpreting and applying polices, workforce analytics, performance metrics, workforce assessment, presentation of analytics to management, and consulting.  Will provide workforce analytics and operations performance metrics which includes following duties:

  • Research, forecast and report on workload demand drivers
  • Working closely with Operations leads to identify trends, quantify impacts, and results relative to staffing implications
    • Assist business partners with regards to staffing and capacity planning
  • Produce actionable metrics/dashboards/trend analysis from WFM Platform and other business systems that enable business decision making
  • Research, compile and interpret analysis to provide insights and recommendations
    • Analyze data to identify trends, quantify impacts
    • Conduct detailed variance analytics and identify key business drivers of change
    • Present insights, findings, and recommendations across business areas
  • Influence and negotiate with business partners and colleagues
  • Support management with complex initiatives of strategic importance
  • Develop uses for data for answering important current and future business questions
  • Translate conceptual ideas into tactical experiments and test plans
  • Oversee the creation of presentations and publications to communicate innovations, ideas, or discoveries

Technical Skills Required:

Must have significant experience as a WFM analyst

  • WFM expertise
  • Workforce Management Certification
  • Demonstrate knowledge of business operations, management practices and principles, and human resources management trends and practices
  • Sourcing and using complex data to proactively lead business decision making
  • Self-starter that can work effectively as part of a team
  • Demonstrate competency in group facilitation and project management
  • Ability to analyze and synthesize complex qualitative and quantitative data
  • Strong knowledge of industry practices

Nice to have Technical Skills:

  • Experience with NICE cloud software
    • IEX
    • CXOne
  • Salesforce product experience


The ideal candidate is preferred to possess a BA/BS degree Business/Administration, Human Resources, Finance, Statistics, or related field with 5 to 8 plus years of overall development. Must have experience in:

  • Developing forecasting models
  • Staffing and capacity planning
  • Creating staffing and scheduling recommendations for a Multi-Skill and Multi-Channel environment.

Must also have excellent verbal communication, written communication, and social interaction skills. 

Work Hours and Travel Requirements:

Candidate must be open to providing off-hours support as needed. Windstream works in a hybrid environment but can work remote only. 


  • Bachelor's (Preferred)

Work Location: Remote

Job Requirements

Minimum Requirements:

College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9 years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.