Axiom Pro is a leading recruiting and outstaffing company. One of our esteemed partners, a prominent U.S.-based provider of trusted life insurance solutions, is committed to ensuring financial security and delivering exceptional service. With a customer base of over 1.6 million policyholders, the company offers innovative coverage options designed to meet the needs of individuals at various stages of life. Dedicated to upholding values of trust and inclusivity, it maintains an A (Excellent) rating from AM Best. This organization is currently seeking a data-savvy Contact Center Capacity Analyst to join their Member Services team—an inbound contact center with high call volumes. In this role, you’ll manage scheduling, forecasting, and staffing plans to help maintain excellent service levels and smooth operations.
What You’ll Do
• Analyze call trends and staffing needs to create forecasts (daily, weekly, monthly)
• Generate staffing models using metrics like call volume, handle time, and shrinkage
• Monitor real-time performance and adjust staffing plans to meet service goals
• Manage scheduling exceptions, training sessions, PTO, and other off-phone activities
• Maintain workforce management systems and support user setup and updates
• Collaborate with leadership to improve schedule efficiency and employee experience
• Develop monthly capacity plans covering FTEs, attrition, and hiring needs
• Stay current on WFM tools and industry trends
What You’ll Bring
• 2+ years of experience in a call center environment
• Familiarity with WFM platforms (like Cisco, IEX, or Aspect)
• Strong analytical skills and proficiency in Excel and other Office tools
• Solid understanding of contact center operations and performance metrics
• Clear communication skills and a proactive, problem-solving mindset
• Flexibility to work weekends, holidays, or irregular hours as needed
Salary from $48000 up to $54000 annually
Working Day
– Full Time Job
Why Join Us
• Supportive, team-driven culture
• Health, dental, vision, life, and disability coverage starting day one
• Pension plan and 401k with company match
• Paid holidays, vacation, and performance incentives