Contact Center Workforce Management Analyst

What You'll Do

As Contact Center Workforce (CCWF) Management Analyst , you'll optimize the engagement center's workforce by developing and implementing long-term workforce strategies. You will analyze historical data, forecast future trends, and leverage advanced analytical techniques to ensure adequate staffing levels, efficient scheduling, and optimal resource utilization, and you'll proactively identify and address capacity gaps, contributing to the overall efficiency and effectiveness of the engagement center.

Your day will be filled with :

• forecasting and planning assigned contact center workload schedules and respective workforce resources.
• analyzing historical information about call volumes and handle times to prepare work schedules that achieve desired service levels.
• collaborating with the business units to identify the business factors that may influence future workload.
• making recommendations on scheduling and adherence to help support corporate and business unit strategic goals and objectives.
• highlighting exceptions to service levels and advising business unit leads and Workforce Manager on corrective initiatives.
• Performing other job-related duties or special projects as required.

Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years!

Who You Are

Salary Range Information

Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and / or skill level and will be finalized at the time of offer.

Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly)

$54000 - $98400 / year

Time Off Program

Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don't accrue a bank of time off under FTO and there is no set number of days provided.

Pension Eligible

Yes

Work Environments

This role offers in-office, hybrid (blending at least three office days in a typical workweek), and remote work arrangements (only if residing more than 30 miles from Des Moines, IA, or Charlotte, NC). You'll work with your leader to figure out which option may align best based on several factors.

Work Authorization / Sponsorship

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role. (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.) For additional information around work authorization needs please use the following links : Nonimmigrant Workers and Green Card for Employment-Based Immigrants

Investment Code of Ethics

For Principal Global Investors positions, you'll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, we're imagining a more purpose-led future for financial services - and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers : with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Posting Window

We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline.

Original Posting Date

10 / 2 / 2025

Most Recently Posted Date

10 / 2 / 2025

LinkedIn Remote Hashtag

#LI-Remote