Senior Workforce Analyst

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Requirements:

• 4+ years of experience in a similar role at a fast-paced start-up or high-growth organization
• Prior sales/customer experience; education sales or tech-ed experience a plus

Responsibilities:

• Collect and analyze workforce data from disparate systems to identify trends, forecast staffing needs, planning  and optimize resource allocation
• Develop and maintain forecasting models to predict future staffing needs based on business cycles and anticipated growth
• Conduct “what-if” scenarios to assess the impact of potential changes in workload and identified operational process improvements
• Create dashboard that tracks key team performance metrics, such as: staffing levels, turnover rate and absenteeism
• Create staffing models that balance service levels, operational costs, and teammate productivity
• Customize workflow to automate scheduling tasks, reduce manual errors and improve overall efficiency
• Create contingency plans to address sudden staffing changes due to absences, high demand periods or unforeseen events
• Provide recommendations on staffing adjustments, overtime, and other real-time strategies to maintain service levels
• Develop and manage workforce schedules and capacity plans to ensure appropriate coverage for inbound calling, outbound calling, follow-ups, consent tasks, etc.
• Monitor and optimize shift schedules to ensure adequate coverage across the day
• Monitor real-time adherence and take proactive measures to address deviations from planned schedules
• Ensure appropriate utilization of teammates during periods of low activity
• Develop recommendations for resource reallocation, overtime management or hiring initiatives
• Conduct regular monitoring and evaluation of performance metrics
• Establish clear and actionable KPIs, such as: productivity per teammate, cost per hire, teammate utilization, cost per referral, cost per visit, ASA, AHT, etc.
• Conduct deep-dive analyses to determine root cause of performance issues
• Analyze call volume patterns, handle times, and other key performance indicators to optimize staffing levels
• Provide weekly, monthly and quarterly reports tailored for different audiences (i.e: frontline teammates, supervisors, team leadership, executive leadership) with concise executive summaries that highlight key insights, risks and opportunities
• Manage scheduling and capacity volume
• Design and manage teammate scheduled to align with demand forecasts, ensuring optimal coverage and workload distribution
• Identify opportunities for shift optimization and flexible staffing models to accommodate fluctuations in volume
• Collaborate with functional leaders and Finance on hiring plans to meet business needs
• Oversee workforce data analysis and process improvement strategies
• Analyze workforce trends and provide actionable insights to Operations leaders on opportunities for efficiency improvements
• Develop and maintain workforce dashboards, reports, and presentations to support operational decision-making
• Leverage reporting from call systems and other business intelligence tools to drive data-driven workforce strategies
• Utilize data visualization techniques to transform complex datasets into clear, compelling narratives that drive actionable insights
• Provide training and support to Operations leaders on tools, methodologies, and processes
• Prepare regular reports and presentations for Operations leaders to inform strategic and tactic decision-making