Job Description

The Workforce Management Analyst is a crucial role responsible for a full range of activities impacting the organization and service operations delivery model. This business support role involves operationalizing daily tasks, including workflows, reporting, variance tracking, and queue management. The analyst will provide key insights into business performance, optimize processes, and manage daily work queues. This evolving position requires agility and the ability to handle diverse challenges in a fast-paced environment.

Responsibilities

• Create and maintain a system to notify leadership of staffing inefficiencies
• Project staffing level requirements
• Partner with leaders to track and plan required hours
• Conduct daily meetings to review trends and impact analysis
• Recommend and manage voluntary time off and overtime scheduling
• Track, analyze, and report on performance
• Aid in development and improvement of processes and procedures
• Assist in the creation of process flows
• Risk remediation and opportunity identification
• Develop presentations for leadership

Requirements

• Advanced proficiency in Microsoft Excel or Google Sheets
• 2-3 years of experience developing custom spreadsheet models
• Excellent data management skills
• Ability to create advanced visualizations
• Ability to define and track KPIs and business metrics
• 1-2 years of experience measuring productivity
• Ability to identify trends, outliers, risks, and opportunities
• Knowledge of data forecasting concepts
• Ability to calculate required production hours and make staffing recommendations
• Excellent communication skills
• Flexibility and agility
• Ability to work cross-functionally across remote teams
• Intellectual curiosity
• Highly organized
• Proficient in developing presentations
• Passion for continuous process improvement

Benefits

• No benefits