Workforce Analyst

Role Description

The Workforce Analyst works with leaders, support teams, and staff in each supported team to help each unit meet goals around enrollment, retention, and student financial services. You will partner and collaborate with other teams within workforce management and department leadership to align staff to ensure service level/speed to answer goals are met for our learners. The Workforce Analyst provides direct assistance to each area of our operation to develop staff plans and create recommendations to balance staff entitlements and off-production activities against contact center demand, assists the Workforce Manager in compiling applicable data and reporting around department performance, determines priorities and implements action plans to ensure service delivery, and works directly with the Workforce Planning Manager to deliver a view of expected staffing each week and will schedule off-production activities according to these tactical plans. The Workforce Analyst is also responsible for delivering recommendations around hiring and staff alignment to meet the needs of each department.

This is a remote friendly position (#LI-Remote). You will report to the Workforce Manager.

What You'll Do:

• Oversee intra-day management for an assigned area with the purpose of optimizing resources to achieve our goals.
• Monitor real-time work arrival and adherence patterns to help alert and adjust for outages, staff shortages, and unplanned events.
• Create schedules weekly and schedule activities to provide complete staff plans weekly.
• Provide feedback to management on productivity, adherence, performance, and results either through established reporting or ad-hoc requests.
• Monitor dropped calls and queue/dialer abandon rates.
• Partner with business leadership and the Contact Center Solutions department to build and oversee the monitoring and communication of outbound campaigns and dialing lists.
• Provide feedback to leadership to ensure on-phone and off-phone activity is managed throughout the day.
• Monitor callouts, tardiness, and PTO. Enter real-time exceptions into the workforce management tracking system (absence, tardiness, trainings, meetings, overtime, shift adjustments, etc.).
• Perform run-rate calculations to compare the forecast to intra-day volume trends and update the workforce management tracking system to improve capacity.
• Identify and escalate service level risks through the weekly staff planning process and staff plan delivery and communications.
• Work independently with business liaisons to ensure off-production activities are accounted for and reflected in staff schedules.
• Provide in-depth analysis of our performance against goals and on an ad-hoc basis within the staff planning lifecycle.
• Respond promptly to emails and chat requests.
• Identify and escalate service level risks.
• Other duties and responsibilities as assigned.

Qualifications

• HSD/GED and 2 or more years of telephony or call center experience.
• Knowledge of contact center solutions.
• Working knowledge of Excel (can maintain complex spreadsheets) and PowerBI.
• Knowledge of how planning/forecasting staff requirements translate to the creation of schedules and real-time (intra-day) management to support multi-department contact center operations with a distributed workforce to encourage work life balance.
• Ability to work well with teammates, workforce management leaders, and supported business leaders.
• Analytical, written, and oral communication skills.
• Attention to detail and timelines, while handling several tasks at once.
• Ability to look at data to draw conclusions or inform decisions.
• Knowledge of Workforce Management systems such as NICE/IEX, Verint, or other similar systems.
• Experience with Five9, Ring Central, or other telephony systems.

Benefits

• High-quality, low-deductible medical insurance
• Low to no-cost dental and vision plans
• 5 weeks of paid time off (plus almost a dozen paid holidays)
• Employer-funded retirement
• Free tuition program
• Parental leave
• Mental health and wellbeing resources

Compensation

The annual pay range for this position is $48,301.00 - $77,296.00. Actual offer will be based on skills, qualifications, experience and internal equity, in addition to relevant business considerations. We expect this position to be hired in the following target hiring range $53,373.00 - $72,210.00.