Job description
We are seeking a Workforce Management Scheduling Analyst to ensure an efficient and effective workforce that meets the needs of the organization. This includes analyzing workforce data, forecasting labor demand, and creating staffing schedules that optimize employee productivity and organizational performance. The ideal candidate is detail-oriented, an effective communicator, analytical, and can work independently with little supervision.
Responsibilities:
- Analyze workforce data to identify trends and make recommendations for improvements.
- Create labor forecasts based on historical data and current trends.
- Develop staffing schedules that align with labor demand and employee availability.
- Collaborate with managers to ensure staffing needs are met while minimizing labor costs.
- Monitor schedule adherence and take corrective action when necessary.
- Identify opportunities for process improvement and implement changes.
- Provide regular reports on workforce performance and trends.
- Manage forecast and staffing to ensure an effective balance of staff efficiency, customer experience, and SL achievement.
- Regular assessment, tracking, and reporting of forecast accuracy, schedule efficiency, attendance, and schedule adherence.
- Work with the internal business and IT teams to ensure successful onboarding and day-to-day operations of a particular client.
- Support WFM Solution (IEX) & Telephony Phone system set up while monitoring all aspects of call center operations.
- Analyze schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and make continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to ensure both service levels and profitability goals are met.
- Provide additional reports as requested.
Education and Work Experience:
- College Degree Preferred
- 2 plus years in workforce management or workforce related functions
What we provide:
- Excellent Benefits: Health, Dental, Life, Vision and Disability Options as well as Paid Vacation Days, Sick Days, Holidays and PTO. Pet Insurance too!
- Competitive compensation and a family-friendly work schedule
- Excellent Corporate Culture: Social Events, Recognition Luncheons, Family Days, and Holiday Celebrations
