Contact Center Workforce Management Analyst (Mars Veterinary Health)

JOB TITLE:

Contact Center Workforce Management Analyst (Mars Veterinary Health)

LOCATION & SCHEDULE:

Remote - WA, Full time

COMPENSATION:

$28.08 - $43.88

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

Why This Role Matters:

The Workforce Management (WFM) Analyst supports the effective planning and execution of workforce strategy by translating demand signals into actionable forecasts, schedules, and real-time adjustments. This role plays a critical part in ensuring the contact center is appropriately staffed to meet service level expectations while balancing efficiency and associate experience.

Operating within a multi-channel, multi-site environment, the WFM Analyst analyzes trends, supports forecasting and scheduling processes, and actively monitors intraday performance to identify and address variances. This role also supports structured workforce processes such as shift bidding and schedule optimization, ensuring transparency, fairness, and alignment to performance.

As a key partner to the Workforce Management Manager and Operations leadership, the Analyst provides insights and recommendations that improve service delivery, optimize resource utilization, and enhance the experience for clients, pet owners, and care teams.

You Will:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Analyze historical, seasonal, and real-time data to identify trends and support accurate demand forecasting across channels (phone, chat, email).
• Develop and maintain short- and long-term forecasts, adjusting assumptions based on business inputs, growth trends, and operational changes.
• Support schedule creation and optimization to align staffing with forecasted demand, skill requirements, and service level targets.
• Administer and execute structured workforce processes, including shift bidding cycles, ensuring alignment to performance, fairness, and business needs.
• Monitor real-time adherence, service levels, and operational performance; identify intraday variances and recommend or execute adjustments.
• Partner with Workforce Management leadership and Senior Coordinators to ensure effective execution of scheduling, adherence tracking, and queue management.
• Produce recurring and ad hoc reports on workforce performance, including forecast accuracy, staffing efficiency, and adherence metrics.
• Provide actionable insights to Operations and leadership to support decision-making, improve service levels, and optimize workforce utilization.
• Identify opportunities to improve forecasting accuracy, scheduling efficiency, and workforce processes; support implementation of enhancements.
• Ensure workforce practices and processes align with internal policies, labor considerations, and operational standards.
• Other job duties as necessary.

Your Experience Should Include:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Analytics, Operations, or related field preferred.
• Certification in workforce management platforms (e.g., NICE, Verint, Genesys) or analytics tools (e.g., Power BI, Tableau) preferred.
• The ideal candidate will have a proven track record supporting workforce management functions in a contact center or service environment, with a focus on analyzing demand, supporting forecasting and scheduling processes, and maintaining real-time service performance. Key qualifications include:
  • 2+ years of experience in workforce management, scheduling, or data analysis, preferably in a contact center or service environment.
  • Experience supporting forecasting, scheduling, or real-time workforce operations.
  • Strong analytical skills with the ability to interpret data, identify trends, and support operational decisions.
  • Proficiency in Excel and familiarity with workforce management systems and reporting tools.
  • Experience with reporting and visualization tools (e.g., Power BI, Tableau) and/or data querying (e.g., SQL) preferred.
  • Understanding of service level drivers, staffing models, and contact center performance metrics.
  • Ability to work cross-functionally and communicate insights clearly to operational stakeholders.
  • Strong organizational skills and attention to detail in a fast-paced, multi-priority environment.

This Remote Position Requires:

• A hardwired internet connection with a minimum speed of 85mbs.
• A quiet, dedicated work space.
• May require working variable schedules, including evenings, overnights, weekends, and holidays.

Salary Range: $28.08 - $43.88 /hour

Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.

Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS.

What We Offer You:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.

• Medical, dental, and vision insurance for you and your loved ones.

• Fertility and family-building assistance.

• Paid Parental leave.

• Practice Paid Basic Life Insurance.

• Practice Paid Short- and Long-Term Disability.

• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.

• Commuter Benefits.

• Legal Plan.

• Health Savings Account & Flexible Spending Account.

• Mental health support and resources.

• Paid Volunteering.

• Optimum Wellness Plans® for up to three pets.

• Continuing Education allowance & MED hours for eligible positions.

• Student Debt Relief (for full-time DVMs).

• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Special Working Considerations:

• Ability to work at a computer for long periods of time.

• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

• The noise level in the work environment is normally moderate.

• Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.

About Us

Part of the Mars Petcare family of businesses, Mars Veterinary Health is a purpose-driven team of 70,000 passionate, pet-loving Associates spanning preventive, general, specialty, and emergency veterinary care. We set a standard for high-quality care delivered through millions of pet visits each year across 3,000 veterinary clinics worldwide. Together, we are dedicated to harnessing our combined knowledge, talent, and resources to lead the veterinary profession in making A Better World For Pets – and the people who care for them.