Data Analyst (WFM & Scheduling)
Location
San Diego, CA (Hybrid – 3 days on-site [typically Tues, Wed, Thurs] in office and 2 days remote)
Duration
Contract position for 1 year (HIGH possibility to go longer - or even convert to permanent during this time)
Pay Range
Up to $45/hr (depending on level of experience)
Company Overview
Fortune 500 innovative technology company. (Rated Top 100 Best Places to Work in the U.S. – Year over year)
Responsibilities
Schedule Analysis & Optimization:
- Analyze existing workforce schedules to identify shifts that deviate from established requirements and demand forecasts.
- Identify and report on scheduling inefficiencies and potential areas for improvement.
- Recommend and facilitate adjustments to schedules to optimize staffing levels and adherence.
Process Documentation, Standardization, and Improvement:
- Document existing scheduling analysis processes and procedures.
- Identify opportunities to standardize and improve scheduling analysis workflows.
- Develop and implement best practices for scheduling analysis.
- Continuously review and update process documentation to reflect changes and improvements.
Data Analysis & Reporting:
- Analyze data related to employee availability, skill sets, and operational requirements to support schedule analysis.
- Prepare and present reports on key performance indicators (KPIs) related to schedule adherence and efficiency.
- Utilize SQL to extract, manipulate, and analyze data for scheduling analysis.
Process Improvement & Tool Development:
- Identify opportunities to improve scheduling analysis and optimization processes.
- Provide feedback and contribute to the development of new WFM tools and systems.
- Adapt to and utilize tools that are being built on the fly, and understand that some analysis and planning may require manual methods.
- Utilize Jira to track tasks, bugs, and feature requests related to WFM tools.
Qualifications:
- Proficiency in data analysis tools and techniques.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Ability to thrive in a fast-paced and dynamic environment.
- Experience with WFM software. (NICE, IEX, etc)
- Proficiency in SQL for data extraction and manipulation.
- Experience with Python for data analysis and automation.
- Experience using Jira for project tracking and issue management.
- Understanding of demand planning principles.
- Understanding of call center or customer service operations.
