Workforce Management Analyst
Description
Workforce Management Analyst
Location: Remote
Annual Salary: $148,974
Job Overview:
We are seeking a skilled and motivated Workforce Management Analyst to join our remote team. This role requires a strong analytical mindset, attention to detail, and the ability to manage workforce optimization in a fast-paced environment. You will play a crucial part in ensuring the organization operates at maximum efficiency by forecasting workforce needs, monitoring employee performance, and making real-time adjustments to schedules. The successful candidate will be responsible for creating staffing plans, analyzing call volumes, and providing data-driven insights to improve service levels and operational efficiency.
Key Responsibilities:
- Workforce Planning and Forecasting:
- Develop short-term and long-term workforce forecasts based on historical data, business objectives, and market trends.
- Collaborate with various departments to understand their workforce needs and create accurate staffing plans that align with operational goals.
- Use forecasting software and tools to predict workloads, call volumes, and employee availability, ensuring proper resource allocation.
- Scheduling and Real-time Management:
- Create and manage detailed employee schedules to ensure optimal coverage across all shifts, taking into account factors such as employee preferences, skill sets, and time-off requests.
- Monitor real-time operations and adjust schedules dynamically to accommodate unexpected changes, such as higher-than-expected call volumes or employee absences.
- Identify areas of inefficiency and recommend improvements to scheduling and resource allocation processes.
- Performance Monitoring and Reporting:
- Analyze employee performance data, including adherence to schedules, productivity, and quality metrics, to identify trends and areas for improvement.
- Provide regular reports and dashboards to management on workforce performance, including key performance indicators (KPIs) such as occupancy rates, average handle time (AHT), and service level agreements (SLAs).
- Collaborate with team leaders to address any performance gaps and provide data-driven recommendations for corrective actions.
- Capacity and Demand Management:
- Analyze workload demand versus capacity and make recommendations to management for hiring needs or adjustments in staff allocations.
- Work closely with operations and recruitment teams to ensure that workforce supply meets the demand for specific skill sets, languages, and roles.
- Use capacity modeling to identify potential bottlenecks or resource shortfalls, and proactively develop solutions to address these challenges.
- Process Improvement:
- Continuously assess workforce management processes and tools to identify opportunities for improvement, cost reduction, and better alignment with business needs.
- Lead initiatives to improve workforce efficiency and effectiveness, such as optimizing scheduling algorithms, automating manual tasks, or introducing new technologies.
- Implement best practices in workforce management to enhance overall productivity and employee engagement.
- Communication and Collaboration:
- Act as the primary point of contact for workforce-related issues, working closely with team leaders, HR, and operations to ensure alignment between staffing levels and business needs.
- Communicate workforce trends and forecasts to key stakeholders, providing transparency and insights into staffing needs and potential challenges.
- Build strong relationships with cross-functional teams to ensure smooth collaboration and the successful execution of workforce management strategies.
- Compliance and Policy Adherence:
- Ensure that all scheduling and workforce management activities comply with relevant labor laws, regulations, and company policies.
- Monitor employee timekeeping and attendance to ensure accuracy and adherence to company standards.
- Work with HR to address any compliance issues, such as overtime, time-off accruals, and employee work-hour limits.
Required Qualifications and Skills:
- Education and Experience:
- Bachelor’s degree in business administration, statistics, operations management, or a related field.
- Minimum of 3-5 years of experience in workforce management, preferably in a call center, customer service, or similar high-volume environment.
- Proven experience with workforce management tools and software, such as NICE IEX, Verint, or Aspect.
- Technical Skills:
- Proficient in workforce forecasting, scheduling, and performance analysis tools.
- Advanced proficiency in Microsoft Excel and other data analysis tools (e.g., SQL, Power BI).
- Strong understanding of KPIs, SLAs, and workforce metrics.
- Analytical and Problem-Solving Skills:
- Ability to interpret complex data sets and provide actionable insights.
- Strong problem-solving skills with the ability to quickly adapt to changing conditions.
- Attention to detail with a focus on accuracy and consistency.
- Communication and Interpersonal Skills:
- Excellent verbal and written communication skills.
- Ability to collaborate effectively with cross-functional teams, including operations, HR, and finance.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
- Experience working in a remote, distributed workforce environment.
- Familiarity with contact center operations and performance metrics.
- Knowledge of workforce management best practices in industries such as healthcare, technology, or financial services.
Why Join Us?
As a Workforce Management Analyst, you’ll be part of a dynamic and innovative team that values efficiency and data-driven decision-making. You’ll have the opportunity to work remotely, offering flexibility and work-life balance, while contributing to the success of an organization that values its people and promotes growth. We offer competitive compensation, comprehensive benefits, and a supportive work culture that encourages professional development.
Equal Opportunity Employer
We are an equal-opportunity employer committed to creating an inclusive and diverse workforce. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected characteristic under applicable law.
