Workforce Analyst

Workforce Analyst (Biotech) The Workforce Analyst serves as a key business partner within the Emergency Roadside department, helping to ensure optimal staffing levels across membership sales, contact center, and dispatch operations to support key service metrics. This role is responsible for reviewing time-off requests, conducting intraday analysis of call volume and agent performance, and monitoring service levels. The Workforce Analyst also partners closely with call center leadership to optimize workforce management tools and improve operational efficiency. Schedule: Mon-Fri 7:30am-4pm This is a hybrid role with the ability to work from home. Wednesdays are required on site each week, and other intermittent days as business need dictates. DUTIES AND RESPONSIBILITIES: Create, maintain, and update weekly schedules for all contact center team members across three channels which totals approximately 45 individuals. Schedule inbound and outbound phone time, training, coaching, time off, and other business activities as needed. Monitor real time contact center results and make intraday changes to schedule plans as needed. Solve for staffing gaps both in future planning or intra-day management. Partner with Supervisors and direct leader on planning and execution of staffing plans to meet customer commitments while maintaining efficiency, reducing variation, and optimizing cost. Recommend necessary shifts for future hires. Develop tools and processes for effective and efficient staffing modeling and schedule publishing. Compare key performance metrics on a daily, weekly, monthly, and annual basis to ensure an understanding of trends and assessing root cause of service variation. Monitor staff adherence to work schedule and improve agent availability both reactively and proactively. Partner with Supervisors to address outlier team member behaviors or extenuating needs. Proactively work with operations partners to recommend efficiencies and affect change. Review time off requests and assess if requests can be honored. Performs other related duties assigned by management. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE: Associates Degree or equivalent work experience. Minimum of 3 years of workforce analysis or equivalent work experience required. Operational knowledge of call centers required. Knowledge and experience with workforce analysis technology preferred. 6 months or more AAA work experience preferred. Strong skills in Microsoft Excel required. OTHER REQUIREMENTS: Proficiency with Microsoft Suite, including Office, Teams, Outlook, PowerPoint, and Word. Ability to identify and resolve problems in a timely manner. Solid analytical and problem-solving skills. Strong verbal and written communication skills. COMPETENCIES: Analytical Thinking Breaks down raw information and undefined problems into specific workable components that in turn clearly identifies issues at hand. Makes logical conclusions, anticipates obstacles, and considers different approaches to the decision making process. Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Partnership Works collaboratively with others across our organization and external partners to achieve shared objectives. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. PHYSICAL DEMANDS AND WORK ENVIRONMENT: Heavy use of an office computer for completing work. May occasionally be required to stand. While performing the duties of this job, the noise level in the work environment is usually moderate. The employee must occasionally lift and/or move more than 5 pounds. #J-18808-Ljbffr