About this role
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism, and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
I. Job Summary
The Workforce Management (WFM) Analyst supports the daily operations of the local Command Center by ensuring adequate agent coverage to meet established service level goals. This role partners closely with supervisors and agents across multiple call centers to create, assign, and adjust schedules—including shifts, breaks, lunches, and coaching sessions—in real time. By proactively monitoring staffing needs and making timely schedule adjustments, the WFM Specialist helps optimize workforce efficiency and maintain a consistent customer experience.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Proactively monitors agent availability and utilization reporting deficiencies to local contact center management team.
- Receive call outs and recommends adjustment to schedules (shift, lunches, breaks etc) as necessary to help ensure contact centers meet performance targets.
- 3Recommend paid time off (PTO), voluntary time off (VTO) and overtime based on real-time call volumes to help ensure contact center meets service level and productivity standards.
- Monitors call arrival and duration patterns.
- Coordinate resource coverage for event durations exceeding 90 minutes.
- Set-up and maintain agent profiles and hierarchy assignments.
- Prepare basic call center metric and productivity reports.
III. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes:
• None.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
- High school diploma or equivalent required.
- 1-2 years experience analyzing business metrics or financials
- 1-2 years experience working in a team environment
- 1 year experience working with call center reporting and metrics required
B. Certificates, Licenses, Registrations or Other Requirements
• None required.
C. Other Knowledge, Skills or Abilities Required
- Ability to operate effectively in a team environment
- Good oral and written communication skills and interpersonal skill
- Ability to work effectively in stressful work conditions
- Strong analytical skills
- Proficiency in Microsoft Office Applications including Word, Excel, SharePoint and other relevant software
- Microsoft Access Experience, Genysis, Workspace, and SQL
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Normal setting for this job is: office setting (Windsor, CT)- Hybrid Schedule M-Thurs in office
The expected starting pay for this position across the U.S is $30/hr. This pay represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click "Apply."
ABOUT WM
Equal Employment Opportunity
For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.
Real ID
In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons, or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.
What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities.
Other facts
About Waste Management, Inc.
WM is North America's leading provider of integrated environmental solutions. We partner with our customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy. We are on a quest for environmental performance, a mission to maximize resource value, while minimizing – and even eliminating – environmental impact so that both our economy and our environment can thrive.
WM tailors its services to meet the needs of each customer group and to ensure consistent, superior service at the local level. Headquartered in Houston, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 367 collection operations, 355 transfer stations, 273 active landfill disposal sites, 16 waste-to-energy plants, 104 recycling plants, and 111 beneficial-use landfill gas projects.
What you'll do
- The Workforce Management Analyst supports daily Command Center operations by ensuring adequate agent coverage to meet service level goals through real-time schedule creation, assignment, and adjustment. This role involves proactively monitoring staffing needs, handling call outs, and recommending time-off or overtime to optimize workforce efficiency and maintain customer experience.
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