At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

As the Analyst-Workforce Planning you'll be responsible for building, publishing, and optimizing schedules for assigned contact center teams. This role uses forecasted workload, staffing models, and scheduling rules to create efficient schedules that meet service level goals while supporting training, development, and advisor engagement. The Analyst-Workforce Planning partners closely with Contact Center leadership and other internal stakeholders to support workforce planning and operational needs to ensure schedules align with demand patterns and evolving business needs.

This position has the ability to work remotely in any of the 40+ states in which TDS operates. 

• Development & Optimization – Build weekly, monthly, and schedule period staffing plans based on forecasted volume, shrinkage assumptions, and staffing requirements. Schedule training, coaching, meetings, and development time in alignment with capacity planning.
• Shift Bids & Staffing Gap Analysis – Manage quarterly or semiannual shift bids, including bid setup, execution, and validation. Maintain scheduling rules and support coverage alignment, including seasonal adjustments and new hire scheduling. Analyze interval-level staffing variances and collaborate with internal teams to recommend schedule or shift mix adjustments to improve coverage.
• Shrinkage Analysis – Review shrinkage data and make recommendations related to staffing needs. This includes administration of the Paid Time off, Voluntary Time off and Attendance Management processes.
• Workforce Management Systems & Scheduling Support – Maintain WFM system profiles, queue mapping, and skill assignments. Develop ad hoc scheduling reports, including coverage modeling, staffing templates, and demand vs. supply visualizations. Support schedule-related WFM system updates, testing, and troubleshooting

Required Job Qualifications

• Bachelor’s degree (or higher) OR 4+ years’ professional work experience.
• 2+ years’ experience in Workforce Planning (scheduling, capacity planning, or related).
• 2+ years‘ experience working with analytical tools such as Excel, Access, or WFM data platforms.

Other Qualifications

• Understanding of ACD/Call Routing and multi-skill, multi-queue environments.
• Familiarity with relational database concepts and WFM system configuration.
• Ability to operate in a fast-paced environment with minimal supervision.
• Strong communication skills and ability to adapt communication style for various stakeholders.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! 

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.